********** customer experience

I am so beyond disappointed in Cool Ideas lack of customer care and blatant ignoring of queries. I sent a downgrade request to 45/45Mbps over a year ago, they had responded letting me know it will be processed by the end of that month. My fault is not checking that they did what they said they will do. I see now, a year later, not only was the request to drop not done, somehow, my went Mbps went UP. Without me requesting an upgrade whatsoever. I sent them an email enquiring how this is possible, stating I would like my monies returned for the extra costs I have incurred. Tazne responded on 6 July they will process the downgrade (a year later) and only refund for that month. I then enquired regarding answers to how this occurred, instead she responded saying it has been downgraded to the correct speed and I have been credited for July. Still not answering how it occurred or my other questions. Tiffany then rep**** on 6 July metioning price increases from metrofibre, still not answering my quiry of how this occurred. Why have I been paying for an UPGRADED line after I requested a downgrade over a year ago. To date, from 6 July onwards, I have not received a response to my email, I have not received answers to my queries, I have not received a call. Cool ideas last email to me was on 6 July, I responded on the same day. No response to me. I followed up on 23 July, no response. I followed up again on 31 August, no reponse. Furthermore, I received my bill today and notice my line is still higher than what I requested, sitting at 60/60Mbps, even though I requested a lower Mbps. At this point, I am looking at other service providers and I will be reporting Cool Ideas to ICASA and ISPA.