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Nathlie P

1 reviews | Active since Apr 2024

22 Apr 2024, 10:15

EXTREMELY DISSATISFIED CUSTOMER OF FLY.COOL / VUMATEL

I have a long email trail since Tuesday 16 April 2024 when my Wi-Fi was disconnected. Fly.Cool says payment was not received. Sent proof of payment. Turn around time 24-48 hours its been a YEAR and nothing was resolved. Friday 19 April 2024 Vumatel emails that they received my ticket a technician will be sent out. Now note it went from a payment issue to a technical issue and nothing has happened. Vumatel sent an email on Sunday 21 April 2024 "We are pleased to inform you that your support request with Ticket number ***5 has been successfully resolved" NOTHING HAS BEEN RESOLVED. I am tired of emails being sent back and forth why is there no contact numbers to speak to someone directly and get a straight answer. Your WhatsApp number is of no use. Your live chat is the worst. This is the most pathetic service I have ever received from any agent or support team. Lets see how long takes for a response on this platform. I am tired of the apologies. I JUST EXPECT RESULTS!!!!!!!

0
Replies (4)
Fly.Cool
Fly.Cool's reply22 Apr 2024, 16:16
Official
Good Afternoon Nathlie

Thank you for the feedback!

 Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience.

We have escalated your installation with Vuma and are awaiting for the funds to be transferred to your new order, so we may have the scheduling of your installation proceed.
Fly.Cool
Fly.Cool's reply22 Apr 2024, 19:14
Official
 Good Evening  Nathlie, 
 Thank you for the feedback!
 
 Please accept our sincere apologies. It is very unfortunate that you have had to go through this unpleasant experience  
Kindly note that your payment is showing on our side and needs activation. We have escalated the matter to Vuma and your escalated ticket number is ***2. Please keep your router on for activation process.

 
NP
Nathlie P's update23 Apr 2024, 09:34
Reviewer Update
Good morning,

Please advise what the status is for my activation. Nothing has happened as yet... This is really annoying. One week since I lodged my complaint I have paid for a service I have had no use of!!!!
NP
Nathlie P's update24 Apr 2024, 08:42
Reviewer Update
Day 9 since my Wi-Fi has been down. There has been no positive response from my ISP Fly.Cool or Vumatel. It went from a payment issue to a technical problem, the incorrect address and then yesterday they wanted to confirm installation what is going on..... I have had 3 ticket numbers not one has been closed and not one has been resolved. How unprofessional are you people. No wonder there are no contact numbers to speak to someone directly. You hide behind emails with the same response, your live chat and Whatapp is the worst ever. Maybe if you try being more forthcoming with your clients and stop shifting the blame you might have better reviews.