Misleading Promotion and Poor Customer Service

have been a loyal Cool Ideas client for 5 years now, but my recent experience has been deeply disappointing. I was offered a promotion via email for a 20Mbps fibre line at R349, which I accepted after confirming my address with their representative. I proceeded with sign-up based on this agreement.

However, I was later billed R529. When I queried this, I received a credit—but with no explanation that my address supposedly didn’t qualify. A month later, the issue repeated, and I was suddenly told my estate was ineligible. Not only was the promotion withdrawn without valid justification, but they also reversed the credit and demanded back payment—threatening to suspend my service if I didn’t comply.

This is misleading advertising and poor customer treatment. I was never informed of estate restrictions during sign-up, and my address was clearly disclosed. In any event I should have been informed the very first time I reaised the issue and not 2 months later. I’ve asked for a written explanation, requested call records, and followed their complaint process—but have received no proper resolution nor have I received a response from their customer care in over 21 days. This is unacceptable conduct from a company I trusted.