Shocking Service Cool Ideas

This star rating isn't even deserving. This company's service is the worst I have ever received by far!!! I would recommend that you don't even consider signing up. I received my invoice 1.03.2021 as I regularly do. I paid 1.03.2021 12.30pm in my regular manner by eft. On Monday 08.01.2021 I received a payment reminder. I called billing and confirmed that I had paid the account and I sent an ADDITIONAL confirmation of payment. Agent said she would get back to me, she didnt!! She mentioned there were problems with payfast but I had EFT! On Tuesday 09.03.2021I received a warning. I called again, at my expense, and I ran out of airtime waiting for the call to be answered. I called three times waiting extended amounts of time to get my payment resolved. The call was dropped!! I got hold of Masego and explained I had paid. I was told to send the POP from my personal email and not ABSA. I did that. I was told he would call me back, he didnt. I followed up. He could not find the email!!!!!! He aske me to send it to his personal email. I did that. On Thursday 10.03.2021 my account was suspended! In order to work I had to purchase R395 worth of data on my prepaid router!!!!!! No call back from Cool Ideas. I called billing at 8am the next morning and they apologized and reconnected me, I have the email. Needless to say, I logged many calls asking for management to call me back and nobody did! One cannot get past agents unless you log a call and that is fruitless!!! I called again this morning and asked if my proof of payment was connected to my account. Nobody can find it and Masego is off! The agents put the call down three times!! I was asked to resend my proof of payment to another private email ***, which I did. I asked the agent to remain on the line until she had received the email. She put the call off, this is the third time this morning! I have run a very large and efficient call centre. Do you not have software connecting departments. Do you not review your calls? I honestly don't know how you received an award. Our agents would not hesitate to escalate a call knowing our business reputation was at stake. Your agents clearly do not value customers and this can only come from the top. Perhaps calls are not recorded and hence there is no consequence!! I would like to cancel this service. I shudder to think I how much follow up that will require. Needless to say, I still do NOT have resolution and I will be calling, at my expense, a fourth time today. Call centres have existed for more that 17 years and the level of sophistication that can be achieved is astounding. This company is clearly not invested in their's. Its all sales talk and then no support.