The most frustrating experience ever

I decided to use Cool Ideas as an ISP after talking to friends that use their services. Everyone I know has had great experiences with them. However, this hasn’t been the case for me at all. I completed an online application for fiber installation on 23/05/2019, paid the installation fee of R1750.00 and received a confirmation mail. After a week, no one has contacted me so I called them. Apparently my order hadn’t been placed because “there was a problem with the address provided” - I’m not sure why no one from their side could’ve called to say this. I provided them with the address again telephonically and I sent an email. A few more days had passed and I called them again to find out what is happening as no one has contacted me again - only to find out the order was not placed because “Vumatel has discontinued the package I had ordered” I was asked to go back onto the website and reapply - once again, no one contacted me to tell me this. I tried to reapply while I was on the phone with them and it asked me to pay the installation fee again, I explained this to the person on the phone and they said I could also just send an email with the package I wanted (the package they said was discontinued was the same package that was still on the site and I emailed to say that). After this, I received email after email once again asking me to confirm my address and package. I was told the order was only placed with Vumatel on 18/06/2019 (almost a month after I app**** and paid). When asking when installation would occur, I was told that Vumatel’s turn around time is 2-3weeks, so 2-3weeks after the 18th is how long I’d have to wait.

The frustration here is the lack of care or communication. Being asked the same question repeatedly and still getting absolutely no where has me convinced that the people employed don’t know how to do their jobs or manage customer expectation.

I called Vumatel myself on 25/06/2019, they told me that my order had only been placed on 25/06/2019. I explained my frustration with Cool Ideas and the person I spoke to escalated my order and was able to have an installer over yesterday. The installation has happened but now I need to wait for a router to be sent to me so that I can finally have internet connection.

Dear Cool Ideas, please send the router today and activate my connection. This is ridiculous