Refunds / Broken Promises

Our internet connection went down middle of October, due to a fault caused by a third party. Weeks went by, and no action. I had to call the third party provider and escalate to management to get the issue resolved. Every response I asked, conflicted with the feedback given by the third party provider. Weeks later, the issue was fixed.

Now we are at the point to supply a refund for the downtime. I logged a separate ticket, close to the time of repair. It has now been escalated to a Lee-Roy Joyce at Cool Ideas who is the FTTH Manager. He assured me that he will get feedback for me on the Monday, 4th Dec - so far, no feedback what so ever. I called his cell, and can only get his voice mail.

All of this is in the ticket, that continuous gets closed to be sweep away. Can not find a person at Cool Ideas that cares to resolve this matter. This issue has been opened for months now, and still no where close to a resolution.