COOL IDEAS PATHETIC BILLING PRACTICE

What an awful experience. Upon moving my Internet Connection from my old unit to a new unit within the same estate(Moved in March), I was advised by Cool Ideas that I would need to re-apply as this would be treated as a new connection/new installation.

I had done as advised. Two months and some weeks later I received an SMS and Invoice stating that I owe Cool Ideas R1897.70 and if unpaid my service will be suspected.

This came as a surprise as my monthly debit order of R609 for my 10MB lines went off my debit order list as normal.

When I called the accounts support department, I was advised that I have two active services as I did not cancel the previous service from Cool Ideas. Furthermore the accounts agent told me that in order to move my internet connection to my new unit - Cool Ideas would need to have received a cancellation request for my previous service.

I told the accounts agent that I was not aware of any cancellation request/form that was required, as Cool Ideas moved my internet connection to my new unit without asking me for a cancellation request. The only thing that was asked by Cool Ideas was for me to re-apply on their website.

SO CLEARLY a formal procedure was not followed on their END. HOWEVER THIS ENDS UP BEING THE CUSTOMERS FAULT.

THIS IS HONESTLY PATHETIC AND DISGRACEFUL SERVICE.

I CANNOT PAY FOR A SERVICE THAT I DID NOT USE. BEFORE MOVING MY LINE TO MY NEW UNIT IT WAS COOL IDEAS responsibility to request such a form.