PT
Peter T
1 reviews | Active since Mar 2009
09 Dec 2025, 13:56
Mis‑sold “5G” and billed for non‑existent coverage — urgent resolution required
Your engineer confirmed via remote session that my line is 4G/LTE and that 5G isn’t available in my area. Despite this, I was sold and billed for 5G for months. Multiple tickets were logged and closed as “attended” with no fix, and connectivity remains too poor to work (drops during online meetings even with the router nearby). This is misrepresentation (CPA s41) and a failure to deliver quality service (CPA s54). I require: 1. A written explanation for selling/billing 5G where 5G isn’t available. 2. Immediate correction (move to the correct plan at the correct price or cancel without penalty). 3. Refunds for all periods billed as 5G while only LTE was provided. 4. A concrete action plan with dates to restore reliable connectivity.
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Replies (3)
Cool Ideas Service Provider's replyOfficial
13 Dec 2025, 14:01Good day Peter, Thank you for your feedback, and apologies for any inconvenience you may have encountered. We acknowledge your concerns regarding the service sold, the network capabilities available in your area, and the impact this has had on your ability to work. We understand the seriousness of the points you have raised. We already have your ticket on record, and our Connect Manager will contact you on Monday to discuss the findings in detail. This discussion will cover the service options available at your location, a review of the plan app**** and billing concerns, as well as a clear action plan with timeframes to address the connectivity issues you’ve experienced. Thank you for your patience and understanding while we work towards a resolution. Kind Regards, The Cool Ideas Team
Cool Ideas Service Provider's reply13 Dec 2025, 14:01
Official
Good day Peter, Thank you for your feedback, and apologies for any inconvenience you may have encountered. We acknowledge your concerns regarding the service sold, the network capabilities available in your area, and the impact this has had on your ability to work. We understand the seriousness of the points you have raised. We already have your ticket on record, and our Connect Manager will contact you on Monday to discuss the findings in detail. This discussion will cover the service options available at your location, a review of the plan app**** and billing concerns, as well as a clear action plan with timeframes to address the connectivity issues you’ve experienced. Thank you for your patience and understanding while we work towards a resolution. Kind Regards, The Cool Ideas Team
PT
Peter T's updateReviewer Update
15 Dec 2025, 11:58Update (15 Dec 2025): Refund refused despite mis‑sold “5G”
Following my cancellation request, Cool Ideas confirmed the 5G service will be cancelled but stated there will be no refund. This is unacceptable given you confirm my line is LTE/4G and that 5G is not available at my address.
This remains a breach of the Consumer Protection Act: s41 (misrepresentation) and s54 (right to quality service).
What I’m seeking:• Full refund of all months billed as 5G while only LTE was provided, including December. • Written explanation and refund timeline.
If not resolved within 48 hours, I will escalate to ICASA, the National Consumer Commission (NCC), and ISPA with my evidence bundle.
Following my cancellation request, Cool Ideas confirmed the 5G service will be cancelled but stated there will be no refund. This is unacceptable given you confirm my line is LTE/4G and that 5G is not available at my address.
This remains a breach of the Consumer Protection Act: s41 (misrepresentation) and s54 (right to quality service).
What I’m seeking:• Full refund of all months billed as 5G while only LTE was provided, including December. • Written explanation and refund timeline.
If not resolved within 48 hours, I will escalate to ICASA, the National Consumer Commission (NCC), and ISPA with my evidence bundle.
PT
Peter T's update15 Dec 2025, 11:58
Reviewer Update
Update (15 Dec 2025): Refund refused despite mis‑sold “5G”
Following my cancellation request, Cool Ideas confirmed the 5G service will be cancelled but stated there will be no refund. This is unacceptable given you confirm my line is LTE/4G and that 5G is not available at my address.
This remains a breach of the Consumer Protection Act: s41 (misrepresentation) and s54 (right to quality service).
What I’m seeking:• Full refund of all months billed as 5G while only LTE was provided, including December. • Written explanation and refund timeline.
If not resolved within 48 hours, I will escalate to ICASA, the National Consumer Commission (NCC), and ISPA with my evidence bundle.
Following my cancellation request, Cool Ideas confirmed the 5G service will be cancelled but stated there will be no refund. This is unacceptable given you confirm my line is LTE/4G and that 5G is not available at my address.
This remains a breach of the Consumer Protection Act: s41 (misrepresentation) and s54 (right to quality service).
What I’m seeking:• Full refund of all months billed as 5G while only LTE was provided, including December. • Written explanation and refund timeline.
If not resolved within 48 hours, I will escalate to ICASA, the National Consumer Commission (NCC), and ISPA with my evidence bundle.
Cool Ideas Service Provider's replyOfficial
22 Dec 2025, 12:50Good day Peter, Thank you for your feedback, and apologies for any inconvenience you may have encountered. Your concerns are currently logged under ticket #COOL-***. To ensure a formal review and written response, please submit your complaint to our Complaints Department at ***, quoting this reference in your correspondence. This will allow the appropriate team to assess the matter in detail, including the billing and service points you’ve raised. Kind Regards, The Cool Ideas Team
Cool Ideas Service Provider's reply22 Dec 2025, 12:50
Official
Good day Peter, Thank you for your feedback, and apologies for any inconvenience you may have encountered. Your concerns are currently logged under ticket #COOL-***. To ensure a formal review and written response, please submit your complaint to our Complaints Department at ***, quoting this reference in your correspondence. This will allow the appropriate team to assess the matter in detail, including the billing and service points you’ve raised. Kind Regards, The Cool Ideas Team