Refund gone wrong

The reason I opted for Cool Ideas was because of the reviews and ratings, they went on a downhill spiral very fast from hero to zero.

It takes them days to reply to my emails (Contacted the call centre on the 03 April, received a response from Cool Ideas on 12 April, I rep**** on the 12 April, received a response from Cool Ideas on the 21 April). Your manager says if I had raised my ticket in a timely manner they could have resolved it timeously - I'm baffled by this response.

The call was logged on the 03 April 2021, my line was down for 5 days. I asked the call center consultant on the 03 April, how long will it be down and she could not give me an answer. I asked if it takes days or weeks before the line is actived again will I receive a refund and she said she will log a ticket. According to your manager Monique Mac***u "We have no records as to why your line was down and therefore could not assist you in a timely manner. If we do not have a history of your line fault it cannot be reviewed for a rebate, in addition to this, Cool Ideas does not credit customers for link downs" How is it my fault that your customer consultant logged my query incorrectly, apparently she didn't log it under the support option (like I can see what options she's selecting or which option she's supposed to choose, when I call in I assume your staff is all trained and competent in their work) Why log a ticket, instead of wasting my time? The call centre could have quoted "We do not credit customers for link downs" in the 1st place as per your manager.

So my line can be down for days or weeks on a monthly basis and I can do nothing about it. You should say accept on your own risk and then you still increase the premiums by 10% without any notification to your customers.