Hellopeter
Share Your Experience
FM
Faith M

1 reviews | Active since Aug 2010

20 Jun 2025, 11:56

Disgusting service

My line was upgraded without my consent and when I asked I was informed the line I was currently on was the lowest offering available in my area. I had been paying R600 and now had to pay R929 with no notice. I paid the R929 but last week I inquired about the downgrade once more and was informed there was no lower package after speaking with 3 people because of line was cut off due to non payment. I had forgotten to pay it and sent them a POP that same day and was promised a call back. The gentleman whom I spoke with last, the one from a technical department by the name of Buhle was the only person who willingly listened and assisted with checking the available packages in my area. Thank you Buhle for your assistance.

My question is why has it taken COOLIDEAS this long to downgrade my line whereas I had asked about a downgrade 10 months ago. Why was I forced to pay almost R300 more when there was a cheaper option which was closer to what I paid initially?

0
Replies (2)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply20 Jun 2025, 14:59
Official
Good day Faith,  Thank you for your feedback. We apologise for the inconvenience you've experienced and appreciate you highlighting your interaction with Buhle – we're glad he was able to assist you.  We understand how important it is to be fully informed about available packages and pricing, and we always send product and price change alerts to all customers at least a month in advance.  We're sorry to hear that your regrade request was not addressed timeously and that you had difficulty obtaining clear information. One of our Connect team leaders will be reaching out to you directly regarding your regrade query, if they haven’t already done so.  Your concerns have been noted and will be used to help us improve the consistency and quality of our service. Thank you for bringing this to our attention.  Warm Regards, The Cool Ideas Team 
FM
Faith M's update24 Jun 2025, 11:24
Reviewer Update
I received a call from a lady by the name of Carmen who is apparently a supervisor from Cool Ideas. She unfortunately was just as clueless as the agents who advised me the line could not be downgraded which left me confused a bit because by this point I had received an email from Tiffany confirming the date of the downgrade. She absolutely had nothing to add to the issue at hand, she merely repeated what I told her and asked me more questions than providing me with answers????? Disappointment cannot begin to express the way I felt. I ended up informing her I really did not see a point to that call and conversation.