IL
Itumeleng L
1 reviews | Active since Aug 2018
19 Mar 2021, 14:00
Cool Ideas: WARNING: ******-
Cool Ideas- ******!!! They backdated payment that they didn't collect over the past few months. I tried to speak to a manager about this and none of the managers seem to have good service either,- I am now told I'll be blacklisted due to their poor service and their error of not collecting payment when money was available.
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Replies (3)
Cool Ideas Service Provider's replyOfficial
24 Mar 2021, 06:08Good Day Itumeleng
Upon investigating the matter we found the below info that you have left out in your original post.
you had originally cancelled with us and then retracted the cancellation, this was fine as we then stop the cancellation process on your account but the billing for the line was cancelled so you were not being charged for the line you were making use of a fault on our end that we admit, we then backdated billng to cover the period of which you made use of our line but werent being billed for. you requested a payment plan to which we obliged but YOU then failed to keep to. so the line was suspended for non payment and then eventually cancelled as we incur charges from the fibre line provider on your behalf that we pay for in advance.
We have not received payment and this has resulted in you being blacklisted. it was mentioned you again agreed to a payment plan but now you are requesting a discount from our team which doesn't seem fair since you made use of the data and failed to stick to a payment plan that you originally requested.
We value our customers and work to improve on our service each day, we will not over charge you or any of our customers, if you made use of the line and you didnt pay for it then its only fair that you pay us what you owe and we can move forward. we hope to resolve this issue with you amicably
The Cool Team
Upon investigating the matter we found the below info that you have left out in your original post.
you had originally cancelled with us and then retracted the cancellation, this was fine as we then stop the cancellation process on your account but the billing for the line was cancelled so you were not being charged for the line you were making use of a fault on our end that we admit, we then backdated billng to cover the period of which you made use of our line but werent being billed for. you requested a payment plan to which we obliged but YOU then failed to keep to. so the line was suspended for non payment and then eventually cancelled as we incur charges from the fibre line provider on your behalf that we pay for in advance.
We have not received payment and this has resulted in you being blacklisted. it was mentioned you again agreed to a payment plan but now you are requesting a discount from our team which doesn't seem fair since you made use of the data and failed to stick to a payment plan that you originally requested.
We value our customers and work to improve on our service each day, we will not over charge you or any of our customers, if you made use of the line and you didnt pay for it then its only fair that you pay us what you owe and we can move forward. we hope to resolve this issue with you amicably
The Cool Team
Cool Ideas Service Provider's reply24 Mar 2021, 06:08
Official
Good Day Itumeleng
Upon investigating the matter we found the below info that you have left out in your original post.
you had originally cancelled with us and then retracted the cancellation, this was fine as we then stop the cancellation process on your account but the billing for the line was cancelled so you were not being charged for the line you were making use of a fault on our end that we admit, we then backdated billng to cover the period of which you made use of our line but werent being billed for. you requested a payment plan to which we obliged but YOU then failed to keep to. so the line was suspended for non payment and then eventually cancelled as we incur charges from the fibre line provider on your behalf that we pay for in advance.
We have not received payment and this has resulted in you being blacklisted. it was mentioned you again agreed to a payment plan but now you are requesting a discount from our team which doesn't seem fair since you made use of the data and failed to stick to a payment plan that you originally requested.
We value our customers and work to improve on our service each day, we will not over charge you or any of our customers, if you made use of the line and you didnt pay for it then its only fair that you pay us what you owe and we can move forward. we hope to resolve this issue with you amicably
The Cool Team
Upon investigating the matter we found the below info that you have left out in your original post.
you had originally cancelled with us and then retracted the cancellation, this was fine as we then stop the cancellation process on your account but the billing for the line was cancelled so you were not being charged for the line you were making use of a fault on our end that we admit, we then backdated billng to cover the period of which you made use of our line but werent being billed for. you requested a payment plan to which we obliged but YOU then failed to keep to. so the line was suspended for non payment and then eventually cancelled as we incur charges from the fibre line provider on your behalf that we pay for in advance.
We have not received payment and this has resulted in you being blacklisted. it was mentioned you again agreed to a payment plan but now you are requesting a discount from our team which doesn't seem fair since you made use of the data and failed to stick to a payment plan that you originally requested.
We value our customers and work to improve on our service each day, we will not over charge you or any of our customers, if you made use of the line and you didnt pay for it then its only fair that you pay us what you owe and we can move forward. we hope to resolve this issue with you amicably
The Cool Team
IL
Itumeleng L's updateReviewer Update
24 Mar 2021, 07:57I was on a call with one of your operators yesterday who also confirmed that it was an error from your side for the deductions not been made when there were funds available. It's like I'm dealing with two different companies that have different set of terms and conditions. Talking about "unfairness"- because it was an error from your consultant who did not re-instate my account to be billed- I think it is UNFAIR that you are not taking the responsibility for that error. I do not have an issue with paying nor did I ask for a discount as though I do not want to pay. I think you should not pin your error on me and expect me to pay for your mismanagement of the accounts. You can't just throw a bill at me and think your error should just come with an apology. You are again misunderstanding the conversation I had with your consultant yesterday. She fully understood my concerns around this and how you should also take responsibility. Clearly this is again going back to where it all started with poor communication and terrible customer service experience. I will await for your consultant to call me as promised to sort this issue out. You should also take responsibility...
IL
Itumeleng L's update24 Mar 2021, 07:57
Reviewer Update
I was on a call with one of your operators yesterday who also confirmed that it was an error from your side for the deductions not been made when there were funds available. It's like I'm dealing with two different companies that have different set of terms and conditions. Talking about "unfairness"- because it was an error from your consultant who did not re-instate my account to be billed- I think it is UNFAIR that you are not taking the responsibility for that error. I do not have an issue with paying nor did I ask for a discount as though I do not want to pay. I think you should not pin your error on me and expect me to pay for your mismanagement of the accounts. You can't just throw a bill at me and think your error should just come with an apology. You are again misunderstanding the conversation I had with your consultant yesterday. She fully understood my concerns around this and how you should also take responsibility. Clearly this is again going back to where it all started with poor communication and terrible customer service experience. I will await for your consultant to call me as promised to sort this issue out. You should also take responsibility...
Cool Ideas Service Provider's replyOfficial
24 Mar 2021, 08:18HI Itumeleng
we have mentioned above that the error was on our side in terms of the billing, this is not in being disputed.
the departmental manager is pulling records to listen to all conversations had so we can see where things went wrong and rectify accordingly
The Cool team
we have mentioned above that the error was on our side in terms of the billing, this is not in being disputed.
the departmental manager is pulling records to listen to all conversations had so we can see where things went wrong and rectify accordingly
The Cool team
Cool Ideas Service Provider's reply24 Mar 2021, 08:18
Official
HI Itumeleng
we have mentioned above that the error was on our side in terms of the billing, this is not in being disputed.
the departmental manager is pulling records to listen to all conversations had so we can see where things went wrong and rectify accordingly
The Cool team
we have mentioned above that the error was on our side in terms of the billing, this is not in being disputed.
the departmental manager is pulling records to listen to all conversations had so we can see where things went wrong and rectify accordingly
The Cool team