Terrible experience saved by a good representative

Four years ago I would have given Cool Ideas 5/5 when I joined via Vumatel. The customer service seemed amazing and I was connected straight away with little to no hassle.

My current experience to move address was completely different during this process... if I could give a negative score I would. Over a month and half, 2 tickets. Over 30 emails and close to 20 calls from my end to sort it out. The agents would rarely get back to me when they said they would and I would just get notified that there is a problem with little context as to what the problem was or how it could be resolved.

I was at my wits end and was about to give up and cancel until Nikita Fontbin got on my case and assisted me entirely. She would contact me when she said she would to give me feedback. Inform me as to what was happening on a Cool Ideas and Vumatel end. Thanks to her I knew what and why actions were delayed or in progress

The score I am giving is solely off the help I got off of Nikita Fontbin and a message to Cool Ideas for more of their representatives to operate like her.