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Michelle B

1 reviews | Active since Feb 2015

13 Jan 2025, 07:39

Pathetic Service

I signed up with Cool Ideas in June 2024. Since my service was connected I had only bad experience with them. I initially signed a debit order but they never processed my details accurately and without warning suspends the service. On 3rd January 2025 this was the worse ever. I needed to urgently complete a work task when I realised that my internet was not working. I then contacted Cool Ideas just to find out they suspended my service due to non payment according to them. I advised them that the debit order was deducted then just to be told that there was a problem on their side where the debit orders were reversed of certain customers. My debit order however was not reversed. They do not make contact with a customer they just suspend accounts without warning. I have requested them to advise how to cancel my service as I am going to use another reputable service provider. I still do not have a response. They eventually reconnected me but not an apology or reason why it was disconnected initially. The worse service provider I have ever come across.

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Replies (2)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply14 Jan 2025, 10:37
Official
Good day Michelle,  Thank you for sharing your experience with us. We sincerely apologise for the inconvenience you’ve experienced during your time with Cool Ideas. Your feedback is invaluable and helps us improve.  We want to clarify that we always send payment reminders and suspension warning emails before suspending services. However, we regret that this may not have been your experience, and we understand how this situation would have been especially upsetting when you urgently needed your internet service.  Regarding the issue with your payment, we deeply regret any inconvenience caused by our error. While we strive to ensure seamless service, we fell short in this instance. Please know that we will review your case further to ensure such situations are avoided in the future.  We are truly saddened to hear that you’ve decided to cancel your service. While we’re sorry to see you go, we respect your decision and will ensure the cancellation process is handled promptly. If you’ve not yet received confirmation of your cancellation request, please don’t hesitate to contact us at ***, and we will prioritise this for you.  Thank you again for bringing these issues to our attention. We hope that one day, we might have the opportunity to serve you again and provide a better experience.  Warm Regards, The Cool Ideas Team 
MB
Michelle B's update05 Mar 2025, 12:28
Reviewer Update
I initiated this cancellation in Jan'25. I have been struggling to get this request actioned. I have been sent from pillar to post via emails and now via telephone calls. Connect sent me to Technical support, technical support sent me back to connect. Why is it so difficult to give me an answer why my line is still not cancelled. I got a call from a consultant in Jan reassuring me that the cancellations will be actioned by the end of Feb. I am now struggling to get connected with my new ISP because of this incompetence of Cool Ideas. I will be writing a new review very shortly on this matter. It's as if nobody really know what they are doing there.