Very Disappointed

I am not a happy customer. I have been using Cool Ideas as my ISP since 2019, the product has been mostly okay. The internet is down sometimes but that's understandable, there are things outside of their control. However, the consistency of the service has been pretty heavily hampered by loadshedding, with Cool Ideas being down frequently during periods of power outages -- which are becoming the norm now and companies should be aware of that and be able to function with this in mind, but I digress. That, combined with the increase in price for the service while other companies offer the same thing for a lower price, convinced me I should cancel. I did, on 12 December 2023, and subsequent to putting in this order I got a phone call to discuss the reasons as to why. I explained what my reasoning was, why I wanted to cancel. The person on the other end of the phone gave me a timeframe for cancellation, which was at the end of the following month, which struck me as odd. So I asked if there were to be any further invoices that I would have to pay, and I was told that no, I was now all paid up.

Fast forward to January, I get an invoice for that month, on the first like I always did previously. I thought that it was odd, but reasoned that their automatic billing system had sent this to me in error. The fifteenth of the month, the date when this invoice had to be paid, came and went. I received a disconnection notice, but my internet kept on chugging along, albeit with the same post-loadshedding issues. This seemed to confirm my belief that the invoice was sent to me in error. I am now speaking to an agent about this, who is insisting that I am in fact contractually obligated to pay the invoice for this month -- contradicting what one of their employees said to me a month prior. I have asked her to provide the agreement for this particular aspect.

If I am on the hook, then I am on the hook. If there are T's and C's that I have agreed to then I shall make the payment. My issue is with Cool Ideas as a company, because in spite of the actual provision of consistent internet being lacking at times, I always felt their customer service and care was excellent. Now I find that their various departments and phone operators at best aren't in sync and at worth being deliberately dishonest. It goes without saying that this is incredibly disappointing, and would get me to urge others to think twice about singing up.