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KR
Keenen R

1 reviews | Active since Oct 2021

23 Sept 2024, 16:14

Line down

I hope this mail finds you well.

I have logged a complaint with cool ideas, vuma tell on the 06.09.24 as my line went down. I was advised that it would take 72 hours for resolution. Once the 72 hour frame had passed.

I called back to follow up and was advised that one of vumatel drivers were stabbed in my area. I then asked which are they were referring to and was advised it took place in lotus river. I contested this as I do not reside in lotus river as I live in pelican park and to get to that area, I would need to take a taxi. They then made up excuses advising that they had now a shortage of engineers.

I was then advised that and engineer would be out on the 14.09.24. I waited in all day and then called cool ideas to do a follow up. They then advised that they had sent out a driver but was this time shot in my area, I then asked which area they were referring to, and was advised that they diver went to grassy park this time. Once again I contested this by advising I do live in grassy park and to get there, I would need to take a taxi.

I then questioned this logic of sending drivers to different areas other then man, and was met with another excuse, which was they wanted to inspection the main sever. I then argued that in the past, they would come to my property first, to check if there isn't anything wrong with my router or the cables that are infront of the house, and they could not answer that.

I then made them aware that I would want a refund for the service I paid for, of which I did not receive, I also requested compensation for the airtime spent following up as none of their agents had taken ownership of my issue. I also advised that I will be changing services providers and wanted compensation for my time wasted, the stress and anxiety as well as needed to avail myself for missed appointments as well as broken slap.

I was advised that they will look into refunding my money back, yet till to date, I have not had clear communication from them, everytime I my hear it's been escalated, investigated but no feedback.

I have spoken to multiple agents, two managers, yet I still don't know where I stand.

Ticket number : #COOL-*** Line down

#please help as I am at my wit's end

0
Replies (4)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply23 Sept 2024, 16:37
Official
Good day Keenen, Thank you for reaching out and sharing your experience. We sincerely apologise for the frustration and inconvenience you’ve faced regarding your line fault.  Unfortunately, the issues you’re experiencing are due to Vumatel's current repair hold on your area, which is beyond our control as we rely on Vuma's technicians to resolve infrastructure-related faults. We understand how crucial your service is, and we are actively working with Vumatel to expedite a resolution. In light of the delays and your experience thus far, we are prepared to process a refund for the service you’ve already paid for and are awaiting reimbur*****t from Vumatel before we can process your refund. However, our Finance Department will contact you with further details and will be available to answer any further questions you may have in that regard. Please know that we value your patience and feedback. We will continue to advocate on your behalf and keep you updated on any progress. If you have any further questions or need assistance, please don’t hesitate to reach out. Warm Regards,Cool Ideas
KR
Keenen R's update24 Sept 2024, 00:52
Reviewer Update
OK but what about the compensation for the stress, anxiety and inconvenience. What about the money I needed to spend to follow up with your company due to no one taking ownership, I will be escalating this to the ombudsman and will tell everyone I know about the lack of service I received from you. Yes vuma might be responsible for the line, but you are my service provider and the lack of service I received from your company, everyone needs to be made aware of this. I will make it my duty to escalate this in every social media platform I can. Your company is pathetic, it's not even my area that is the issue, to go to grassy park, lotus river, I need to take a taxi and find it unaccessible to continously here it's my area when I reside in pelican park not the areas in question. Before you reply, please read through all emails sent from myself. Your company can not provide a service or give a clear answer as to what's going on and hide behind the words, your area, investigate and escalate. By now those words mean nothing to me. You say they processed a refund on Monday, what monday are you talking about, and to what bank account, no where did I give my banking details
KR
Keenen R's update25 Sept 2024, 02:26
Reviewer Update
Once again no communication from your company.... I once again need to chase you up and now one can give me answers. I hope my query has been logged as a complaint as I have requested it be multiple times, if not, please confirm how I can proceed with logging a complaint so that I am allowed to take this to the ombudsman
Cool Ideas Service Provider
Cool Ideas Service Provider's reply25 Sept 2024, 07:50
Official
Good day Keenen,  Thank you for reaching out and sharing your concerns. We genuinely apologise for the stress and inconvenience you've experienced. We understand how frustrating this situation has been for you. 

Rest assured, our Support Manager is communicating with Vumatel's Service Delivery Manager for the answers you seek. They will contact you with progressive updates.  Regarding your refund, Vumatel confirmed that a refund request was submitted to Payfast on Monday and the process can take 7 - 12 business days. We apologise for any confusion regarding the timing and account details. Our Finance Team will update you on that and reach out should we require further information.  We understand you’ve faced challenges in communication, and we're truly sorry for that. Your feedback is valuable, and we assure you that your complaint has been logged with Vumatel. In the meantime, you may direct your concerns to *** where our team will address them promptly.  We appreciate your patience during this time, and I hope we can resolve this matter to your satisfaction.  Warm Regards, Cool Ideas