NOT SO COOL, RATHER *** IDEAS!!!!!!!!

So after calling Cool Ideas contact centre to enquire about having Fibre installed in our home, they confirmed that they would be happy to assist and provided a number of links to register, sign up and make the purchase.

After countless errors during the sign up and registration process and R160 airtime later, we finally figured it out on our own and then we finally got to the checkout point. The money was deducted from my account immediately and we received our voucher, only to find out we cannot use the voucher, we just paid R389 for.

Another few rands later and umpteenth calls later, we are told that they pick up that our home already has a fibre service and now they cannot assist us. This is so funny because they cannot tell us WHO has this service at our address... Mind you, it is just my husband and our baby living here. They were quick to deduct the money from my account but now cannot be quick to resolve the issue.

You responded 24hrs after a ticket was created, asking for proof of address and screenshots of the error... This was provided immediately and you still could not resolve the issue. Instead you wanted to know if we live in a corner house, as this could be why it picks up that we already have a service here... We do not live in a corner house. Our house is the 2nd house after the corner house and we live in a maisonette if you want to get technical.

No after advising you of this, YOU STILL UNABLE TO ASSIST US and now are saying we already have a fibre line installed with another ISP. HOW? WHEN M/PLAIN FIBRE WAS ONLY RECENTLY LAUNCHED IN WOODLANDS. GO AND ASK THEM!

After asking you HOW THIS IS POSSIBLE, you advised that it could be that someone else could have registered with our address... Again, HOW IS THIS POSSIBLE? No one else have access to our ID docs or our proof of address and you cannot tell us who this mysterious SOMEONE ELSE IS?

You also cannot give us any SLA or ETR on when the issue will be resolved, instead you're just sending automated responses and doing nothing. Why? Because your agents are *********** and does not know what to do in this scenario.

I now do not want to do any business with you guys as the many bad reviews and the personal ****py service delivery has changed my mind about you guys,

It has been 3 days and we are still waiting on a resolution. My husband has sent you messages on Facebook, emails, in your Facebook comments section and also created tickets and STILL NO RESPONSE!

COOL IDEAS HAS NO IDEA WHAT THE ISSUE IS BUT IS EAGER TO DEDUCT MY ACCOUNT.

I WANT A REFUND BEFORE I GO TO THE OMBUDSMAN