Terrible Service from Cool Ideas

Complaint against Cool Ideas Fibre Internet

On the 13th June 2018 I contacted cool ideas to get an alternative quote for my current fibre connection. Their rate was the most competitive compared with 4 other service providers. The Lady I dealt with on the phone confirmed that my current service provider Clear Access would need a 30 day notice period before I could switch over. She told me I had to open an account with them on their website using an on-line form and that they would do the rest. IE. They would liaise with Clear Access to facilitate the swop over towards the end of the 30 day period. On the 14th June 2018 I notified Clear Access in writing instructing them to terminate my service with immediate effect. Their e-mail response confirmed the 30 day notice period had commenced. In the days that followed my account was debited from Cool Ideas for the amount of R 931.47 being a setup fee of R500 and a pro-rata service fee from the 14th June to the 29th June for the amount of R 431.47. Cool Ideas took it upon themselves to charge me for a fibre service that I am not receiving and this equates to theft. I escalated the matter with Cool Ideas and they responded via e-mail saying they could not refund me because I had not indicated the commencement date with them. The person I dealt with over the phone was fully aware of the situation. I took it for granted she had recorded my requirements. Furthermore, nowhere on the online submission form was I prompted for a commencement date! I contacted the manager at Cool Ideas a lady by the name of Telisha who assured me the matter would be resolved. A week after the fact I received a computer generated e-mail saying my ticket had been acknowledged. The e-mail refers to an incorrect ticket which is clearly not mine. Lastly I requested a technician from Cool Ideas to install the router and setup the connection as my office setup is complex. They explained to me that they do not offer such assistance to their customers and that I would need to appoint a private company to offer such a service. I find it totally unacceptable that a service provider is unable to install or setup connection for their clients. Should there be technical issues relating to their service who will be accountable? Cool Ideas offer a terrible service and I am most unhappy that I chose to move to Cool Ideas if this is the way they are going to treat their new customers.