Abysmal Service and Utter Lack of Professionalism from Vox

When I initiated my fibre line in 2022, I signed up with Vox through a Vox approved business partner.

On April 2, 2024, I emailed this business partner requesting a cancellation of the fibre line. They acknowledged my email on the same day.

Yet, at the beginning of May 2024, my bank account was debited for the same service. On May 9, I sent a follow-up email to the business partner, querying this since I had requested a cancellation.

To my astonishment, after several email exchanges, the business partner finally informed me that I needed to send an email directly to Vox to request the cancellation. They provided me with the necessary email address.

Annoyed but compliant, I forwarded my request to the email address provided by the Vox business partner.

Receiving no response from Vox, I sent a follow-up email on May 23, seeking feedback and confirmation of the cancellation request, as I did not want another unnecessary debit order going through my account.

On May 24, I received a call from the Vox Channel Manager for my area. I explained in great detail the events and my frustration. The manager requested all email communications sent to both the business partner and Vox, committing to resolving the matter and issuing a refund.

Shortly after the call, I received an email from the business partner stating that my account had been credited. However, no credit has appeared in my bank account to date.

On May 28, I received another invoice and statement from Vox, which I immediately forwarded to the channel manager, notifying him as another debit order seemed set to be processed.

At the beginning of June, another debit order went through.

I received no communication from anyone until I decided to call the channel manager, which was in vain.

On June 18, I sent a WhatsApp message to the channel manager, requesting a response to my emails and assistance with resolving the matter.

On June 19, I received a WhatsApp response as follows: "... I am checking your account now. The initial emails you sent were not sent to the VOX cancellations team at *** and that is where the delays came from. A Business Partner or Salesperson cannot cancel any contract on your behalf. You will find that in the general terms and conditions of your VOX contract. However, VOX has now logged your cancellation, which will take effect on June 30, 2024, at which time VOX will come and collect the hardware for the service."

After multiple communications with both the channel manager and the business partner, not once was I informed that neither the business partner nor a salesperson could cancel the contract. Conveniently, after two additional debit orders had been processed and after a barrage of emails, they now refer me to the general T's & C's.

Couldn't the APPROVED Vox business partner immediately notify me upon my cancellation request that they were unable to process it? Even after explaining everything to the Channel Manager over the phone, he never mentioned anything about the process or T's & C's.

This kind of service is utterly pathetic and could have been avoided from the start.

It makes no sense that one can sign up through a business partner but cannot cancel through the same channel.

The unprofessionalism displayed by Vox in handling this situation is beyond frustrating. It is unacceptable that I had to chase after them to perform a simple cancellation. Their failure to communicate clearly and promptly has caused unnecessary stress and financial inconvenience. This ordeal has shown a complete lack of respect for their customers' time and money, and it raises serious concerns about their overall service quality and reliability.