FM
Faith M
1 reviews | Active since Aug 2010
14 Jul 2025, 08:01
DEALING WITH THESE PEOPLE CAN BE LIKENED TO A TOOTH EXTRACTION.....PURE TORTURE.
I requested for my statement a couple of days ago and still have not received anything, no call, no email, nothing. Why is your service so pathetic? You upgraded my line without consent, and when I requested to be downgraded it took you months to process it, and all of which cost me more money BUT coolideas DO NOT CARE as long as they receive their payments......Now it's billing issues. DEALING WITH THESE PEOPLE CAN BE LIKENED TO A TOOTH EXTRACTION.....PURE TORTURE.
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Cool Ideas Service Provider's replyOfficial
14 Jul 2025, 12:01Good day Faith,
Thank you for your feedback. We understand your frustration and appreciate the opportunity to clarify a few points.
The upgrade you’ve referred to was a mandatory product and price change implemented by the fibre provider. These changes are communicated to all affected customers at least a month in advance via the email address linked to their profile. Customers are also given the option to downgrade or contact us to explore other available options.
As for your downgrade request, please note that all regrades need to be submitted before the 20th of the month to take effect from the 1st of the following month. Requests submitted on or after the 20th are processed for the beginning of the month thereafter, and as billing is done in advance, we’re unable to apply credits for mid-month changes.
Regarding your statement, it was shared with you this morning. As our Finance team does not operate over weekends, we regret the delay in providing it sooner.
Thank you for your patience as we work to resolve this. Should you require any further assistance, please contact us.
Warm Regards,
The Cool Ideas Team
Cool Ideas Service Provider's reply14 Jul 2025, 12:01
Official
Good day Faith,
Thank you for your feedback. We understand your frustration and appreciate the opportunity to clarify a few points.
The upgrade you’ve referred to was a mandatory product and price change implemented by the fibre provider. These changes are communicated to all affected customers at least a month in advance via the email address linked to their profile. Customers are also given the option to downgrade or contact us to explore other available options.
As for your downgrade request, please note that all regrades need to be submitted before the 20th of the month to take effect from the 1st of the following month. Requests submitted on or after the 20th are processed for the beginning of the month thereafter, and as billing is done in advance, we’re unable to apply credits for mid-month changes.
Regarding your statement, it was shared with you this morning. As our Finance team does not operate over weekends, we regret the delay in providing it sooner.
Thank you for your patience as we work to resolve this. Should you require any further assistance, please contact us.
Warm Regards,
The Cool Ideas Team