I hope this mail finds you well. I have logged a complaint with cool ideas, vuma tell on the 06.09.24 as my line went down. I was advised that it would take 72 hours for resolution. Once the 72 hour frame had passed. I called back to follow up and was advised that one of vumatel drivers were stabbed in my area. I then asked which are they were referring to and was advised it took place in lotus river. I contested this as I do not reside in lotus river as I live in pelican park and to get to that area, I would need to take a taxi. They then made up excuses advising that they had now a shortage of engineers.I was then advised that and engineer would be out on the 14.09.24. I waited in all day and then called cool ideas to do a follow up. They then advised that they had sent out a driver but was this time shot in my area, I then asked which area they were referring to, and was advised that they diver went to grassy park this time. Once again I contested this by advising I do live in grassy park and to get there, I would need to take a taxi. I then questioned this logic of sending drivers to different areas other then man, and was met with another excuse, which was they wanted to inspection the main sever. I then argued that in the past, they would come to my property first, to check if there isn't anything wrong with my router or the cables that are infront of the house, and they could not answer that.I then made them aware that I would want a refund for the service I paid for, of which I did not receive, I also requested compensation for the airtime spent following up as none of their agents had taken ownership of my issue. I also advised that I will be changing services providers and wanted compensation for my time wasted, the stress and anxiety as well as needed to avail myself for missed appointments as well as broken slap. I was advised that they will look into refunding my money back, yet till to date, I have not had clear communication from them, everytime I my hear it's been escalated, investigated but no feedback. I have spoken to multiple agents, two managers, yet I still don't know where I stand. Ticket number : #COOL-**********6-**********Line down#please help as I am at my wit's end
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