CE
Chris E
1 reviews | Active since Jul 2025
04 Jul 2025, 13:46
Cool Ideas refuses to release my line after downgrade, enforcing old contract
I downgraded my fibre service in February 2025 with Cool Ideas. I cancelled on 3 June, expecting service to stop 30 days later — but they insist on enforcing a “calendar month” rule from a 2022 agreement I never reaccepted during downgrade.
I’ve requested a release of my Vumatel line and waiver of July charges, but they refuse, saying the old terms still apply. I was never shown or asked to agree to new T&Cs when changing my package.
This is unfair and feels like a way to force extra payment under a false contract. I have now filed a formal complaint with ISPA and will take this further if needed.
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Replies (3)
Cool Ideas Service Provider's replyOfficial
04 Jul 2025, 13:51Good day Chris,
Thank you for your review. We understand your frustration and can confirm that our Connect Manager has already been in touch with you to discuss the matter in detail.
If you would like to take this further, you're welcome to email our Complaints Team at *** with the subject line “Complaint – Line Release and Charges” so we can review your concerns formally and respond accordingly.
Thank you for bringing this to our attention.
Warm Regards,
The Cool Ideas Team
Cool Ideas Service Provider's reply04 Jul 2025, 13:51
Official
Good day Chris,
Thank you for your review. We understand your frustration and can confirm that our Connect Manager has already been in touch with you to discuss the matter in detail.
If you would like to take this further, you're welcome to email our Complaints Team at *** with the subject line “Complaint – Line Release and Charges” so we can review your concerns formally and respond accordingly.
Thank you for bringing this to our attention.
Warm Regards,
The Cool Ideas Team
CE
Chris E's updateReviewer Update
04 Jul 2025, 14:02 Thank you for the response. Yes, your Connect Manager did speak to me — but the issue remains unresolved.
I downgraded my package in February 2025 and cancelled on 3 June 2025. I was not shown or asked to agree to new Terms & Conditions at the time of downgrade. Yet you’re enforcing a "calendar month" rule from an agreement dated 2022.You’re billing me for July and refusing to release my Vumatel line — despite this being a month-to-month setup. This is not reasonable or consumer-friendly.I have emailed your complaints team as requested, but I will also proceed with my complaints to ISPA, CGSO, and my bank if this isn’t resolved fairly. I will continue updating this review as needed.CE
Chris E's update04 Jul 2025, 14:02
Reviewer Update
Thank you for the response. Yes, your Connect Manager did speak to me — but the issue remains unresolved.
I downgraded my package in February 2025 and cancelled on 3 June 2025. I was not shown or asked to agree to new Terms & Conditions at the time of downgrade. Yet you’re enforcing a "calendar month" rule from an agreement dated 2022.You’re billing me for July and refusing to release my Vumatel line — despite this being a month-to-month setup. This is not reasonable or consumer-friendly.I have emailed your complaints team as requested, but I will also proceed with my complaints to ISPA, CGSO, and my bank if this isn’t resolved fairly. I will continue updating this review as needed.CE
Chris E's updateReviewer Update
04 Jul 2025, 16:23They now say they will only release my line after I pay the full R1,029.00 for July, even though I cancelled on 3 June and haven’t used the service. This isn’t about Vumatel’s costs — this is Cool Ideas trying to hold the line hostage to force extra billing.
CE
Chris E's update04 Jul 2025, 16:23
Reviewer Update
They now say they will only release my line after I pay the full R1,029.00 for July, even though I cancelled on 3 June and haven’t used the service. This isn’t about Vumatel’s costs — this is Cool Ideas trying to hold the line hostage to force extra billing.