MS
Michelle S
1 reviews | Active since Nov 2023
17 Nov 2023, 09:57
Do Not Sign up with COOL IDEAS for your WIFI line. It is not worth the admin of their poor service.
Their customer service is not worth any star. For the last month, Cool Ideas made a huge **** up on their end and installed 2 x lines to my apartment instead of one. They have now suspended my contract due to no payment for the second line? But If I had only asked for one line and I had paid for that line, why am I being suspended. This obviously now goes on my record as bad credit?
I am utterly disappointed in their service delivery. NB: Day 2 - of no wifi line and no response from the team.
Helpful (0)
Replies (3)0
Replies (3)
Cool Ideas Service Provider's replyOfficial
20 Nov 2023, 14:24Dear Michelle S,
Thank you for taking the time to provide us with your valuable feedback, and we sincerely apologize for any inconvenience you may have experienced.
We understand the importance of resolving your concerns promptly, and we want to assure you that we have escalated your case to our dedicated Operations and Billing managers. They will look into the matter and provide you with the necessary assistance. Our diligent Billing team will contact you shortly to address your specific needs and resolve any outstanding issues.
We greatly appreciate your patience and understanding throughout this process. Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Cool Ideas Billing Team
Phone: ***
Email: ***
Thank you for taking the time to provide us with your valuable feedback, and we sincerely apologize for any inconvenience you may have experienced.
We understand the importance of resolving your concerns promptly, and we want to assure you that we have escalated your case to our dedicated Operations and Billing managers. They will look into the matter and provide you with the necessary assistance. Our diligent Billing team will contact you shortly to address your specific needs and resolve any outstanding issues.
We greatly appreciate your patience and understanding throughout this process. Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Cool Ideas Billing Team
Phone: ***
Email: ***
Cool Ideas Service Provider's reply20 Nov 2023, 14:24
Official
Dear Michelle S,
Thank you for taking the time to provide us with your valuable feedback, and we sincerely apologize for any inconvenience you may have experienced.
We understand the importance of resolving your concerns promptly, and we want to assure you that we have escalated your case to our dedicated Operations and Billing managers. They will look into the matter and provide you with the necessary assistance. Our diligent Billing team will contact you shortly to address your specific needs and resolve any outstanding issues.
We greatly appreciate your patience and understanding throughout this process. Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Cool Ideas Billing Team
Phone: ***
Email: ***
Thank you for taking the time to provide us with your valuable feedback, and we sincerely apologize for any inconvenience you may have experienced.
We understand the importance of resolving your concerns promptly, and we want to assure you that we have escalated your case to our dedicated Operations and Billing managers. They will look into the matter and provide you with the necessary assistance. Our diligent Billing team will contact you shortly to address your specific needs and resolve any outstanding issues.
We greatly appreciate your patience and understanding throughout this process. Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Cool Ideas Billing Team
Phone: ***
Email: ***
MS
Michelle S's updateReviewer Update
22 Nov 2023, 17:33I do not have the ENERGY or the TIME for your AUTOMATED BOT responses. I would like to speak to your head of Customer Experience to resolve this with me.
You owe me 5 days of NO INTERNET whereby I had to vacate my premises in order to receive INTERNET for the days I needed to work.
You also owe me R181 - odd for installation that never took place because my line was already installed, and all you needed to do was upgrade my line, but instead, you cancelled, reinstated it and charged me an installation fee, and to ****ing put the cherry on top, you installed 2 x lines and suspended me for a line that never existed which ended up suspending my line that I pay for monthly (CHECK YOUR RECEIPTS) !!!!
Please go through all of the call records, as well as emails to ensure for clarification.
TO date, I was informed that my line is yet DOWN AGAIN!!!!! I'm so over this. I just want my refund and and finding a new service provider.
You owe me 5 days of NO INTERNET whereby I had to vacate my premises in order to receive INTERNET for the days I needed to work.
You also owe me R181 - odd for installation that never took place because my line was already installed, and all you needed to do was upgrade my line, but instead, you cancelled, reinstated it and charged me an installation fee, and to ****ing put the cherry on top, you installed 2 x lines and suspended me for a line that never existed which ended up suspending my line that I pay for monthly (CHECK YOUR RECEIPTS) !!!!
Please go through all of the call records, as well as emails to ensure for clarification.
TO date, I was informed that my line is yet DOWN AGAIN!!!!! I'm so over this. I just want my refund and and finding a new service provider.
MS
Michelle S's update22 Nov 2023, 17:33
Reviewer Update
I do not have the ENERGY or the TIME for your AUTOMATED BOT responses. I would like to speak to your head of Customer Experience to resolve this with me.
You owe me 5 days of NO INTERNET whereby I had to vacate my premises in order to receive INTERNET for the days I needed to work.
You also owe me R181 - odd for installation that never took place because my line was already installed, and all you needed to do was upgrade my line, but instead, you cancelled, reinstated it and charged me an installation fee, and to ****ing put the cherry on top, you installed 2 x lines and suspended me for a line that never existed which ended up suspending my line that I pay for monthly (CHECK YOUR RECEIPTS) !!!!
Please go through all of the call records, as well as emails to ensure for clarification.
TO date, I was informed that my line is yet DOWN AGAIN!!!!! I'm so over this. I just want my refund and and finding a new service provider.
You owe me 5 days of NO INTERNET whereby I had to vacate my premises in order to receive INTERNET for the days I needed to work.
You also owe me R181 - odd for installation that never took place because my line was already installed, and all you needed to do was upgrade my line, but instead, you cancelled, reinstated it and charged me an installation fee, and to ****ing put the cherry on top, you installed 2 x lines and suspended me for a line that never existed which ended up suspending my line that I pay for monthly (CHECK YOUR RECEIPTS) !!!!
Please go through all of the call records, as well as emails to ensure for clarification.
TO date, I was informed that my line is yet DOWN AGAIN!!!!! I'm so over this. I just want my refund and and finding a new service provider.
Cool Ideas Service Provider's replyOfficial
23 Nov 2023, 11:20Good day Michelle,
Thank you for your response.
Our Billing team leaders cancelled the duplicate invoice and app**** a credit of R188.42 to your account the first time we escalated your case. However, they were unable to reach you on both of your numbers, so they sent an email sharing this information instead. Please refer to your ticket and advise whether you'd prefer to have the amount refunded to your account, or if we can leave it credited to your profile for next month's invoice.
Regarding your line being down, our Support team was waiting for you to send images of your fibre box so they could assist you further, as you were not on the property when they first called. Please note that we can only troubleshoot with someone who is on the property like we've done and managed to get you reconnected.
Our Operations Supervisor is still investigating and someone will contact you regarding the 5 days of service that you've lost. Please let us know if you need anything further.
Best Regards,
Cool Ideas Support Team
Phone: ***
Email: ***
Thank you for your response.
Our Billing team leaders cancelled the duplicate invoice and app**** a credit of R188.42 to your account the first time we escalated your case. However, they were unable to reach you on both of your numbers, so they sent an email sharing this information instead. Please refer to your ticket and advise whether you'd prefer to have the amount refunded to your account, or if we can leave it credited to your profile for next month's invoice.
Regarding your line being down, our Support team was waiting for you to send images of your fibre box so they could assist you further, as you were not on the property when they first called. Please note that we can only troubleshoot with someone who is on the property like we've done and managed to get you reconnected.
Our Operations Supervisor is still investigating and someone will contact you regarding the 5 days of service that you've lost. Please let us know if you need anything further.
Best Regards,
Cool Ideas Support Team
Phone: ***
Email: ***
Cool Ideas Service Provider's reply23 Nov 2023, 11:20
Official
Good day Michelle,
Thank you for your response.
Our Billing team leaders cancelled the duplicate invoice and app**** a credit of R188.42 to your account the first time we escalated your case. However, they were unable to reach you on both of your numbers, so they sent an email sharing this information instead. Please refer to your ticket and advise whether you'd prefer to have the amount refunded to your account, or if we can leave it credited to your profile for next month's invoice.
Regarding your line being down, our Support team was waiting for you to send images of your fibre box so they could assist you further, as you were not on the property when they first called. Please note that we can only troubleshoot with someone who is on the property like we've done and managed to get you reconnected.
Our Operations Supervisor is still investigating and someone will contact you regarding the 5 days of service that you've lost. Please let us know if you need anything further.
Best Regards,
Cool Ideas Support Team
Phone: ***
Email: ***
Thank you for your response.
Our Billing team leaders cancelled the duplicate invoice and app**** a credit of R188.42 to your account the first time we escalated your case. However, they were unable to reach you on both of your numbers, so they sent an email sharing this information instead. Please refer to your ticket and advise whether you'd prefer to have the amount refunded to your account, or if we can leave it credited to your profile for next month's invoice.
Regarding your line being down, our Support team was waiting for you to send images of your fibre box so they could assist you further, as you were not on the property when they first called. Please note that we can only troubleshoot with someone who is on the property like we've done and managed to get you reconnected.
Our Operations Supervisor is still investigating and someone will contact you regarding the 5 days of service that you've lost. Please let us know if you need anything further.
Best Regards,
Cool Ideas Support Team
Phone: ***
Email: ***