1 reviews | Active since Dec 2020
Worst service ever. It is easier logging a fault with Eskom.
2 accounts 2 Properties, Cool ideas always gets the addresses mixed up. I have logged and escalated this over 10 times. Every time there is an issue the teams go to the wrong address and a new ticket has to be issued. Cool Ideas blames Vuma, but never once fixes the issues on their end.
Recently Cool Ideas terminated the wrong line. They cant tell me how it went wrong. They can't tell me if this can actually be fixed. I can't escalate this - I can't talk to anyone directly. They refuse to give me an ETA. No contact from them except for standard email confirming that my call has been logged.
The Call Centre is a completely closed system: the agent can only log your call: they refuse to update you. There is no way to escalate or be transferred. No accountability. The retentions guy actually confirmed that there were ongoing a problems with their system but would not say if Cool Ideas would do anything to change this.
There is no willingness to help: once they have you on a debit order they really don't care how bad the service is.
It is honestly easier to log a fault with Eskom.
we are sorry to hear of this frustration, our staff usually request a confirmation on which address you wish to log a fault on or cancel so we are not sure how this might have occured, however we have raised this with the relevant department supervisors and asked them to get in touch with you to rectify the issue, further to this we have requested the quality assurance team to ensure we contrinue to confirm the address in question when a cusotmer with multiple accounts logs a call
the Cool Team
we are sorry to hear of this frustration, our staff usually request a confirmation on which address you wish to log a fault on or cancel so we are not sure how this might have occured, however we have raised this with the relevant department supervisors and asked them to get in touch with you to rectify the issue, further to this we have requested the quality assurance team to ensure we contrinue to confirm the address in question when a cusotmer with multiple accounts logs a call
the Cool Team
We have confirmation that this was an error on the Vumatel system linking two object numbers to one address on their side, we have addressed this with our account manager and it has now been resolved. we apologize for any inconvenience caused and hope we this has restored your faith in Cool Ideas
The Cool Team
We have confirmation that this was an error on the Vumatel system linking two object numbers to one address on their side, we have addressed this with our account manager and it has now been resolved. we apologize for any inconvenience caused and hope we this has restored your faith in Cool Ideas
The Cool Team