Bad service from Vox due to incompitence

I had a very bad experience with Vox Heidelberg and will not recommend this service provider to anyone. Last year I had problems with my ASDL line and had to phone Telkom and Vox to get the problem fixed. The help desk agent at Vox recommend that I let Vox manage my ASDL line so that I only had to call one number instead of 2 to get future problems resolved. Heidelberg branch emailed me the forms to complete. I completed the form in and send it back to them.

It took Vox 3 months to complete this request. Heidelberg branch could not resolve this, I had to resend the forms several times. A lady in head office eventually fixed this request after I had to email her the forms again.

2017 November there was a lot of cable problems in the Heidelberg area with the result in a lot of intermitted service. Went to the Heidelberg branch and they recommended the LTE-A product to cut Telkom completely out of the equation. On the 7th December I app**** for this service. It was approved and then I was informed that the LTE-A router was out of stock. I had to wait until the 18th December to receive the router. I had service until the 26 December when my account was suspended due to outstanding documentation. The Heidelberg branch did not capture the documentation on their system with the result that my service was suspended.

I called the Heidelberg branch just to be informed that the branch will be closed until the 8th of January 2018. I then called the head office to cancel the deal as this was the second time that there was problems due to incompetence.

I called the sales department several times to get this issue resolved with out any luck. The only answer that I got was that they do not have the authority to resolve this. After trying to speak to the CEO of Vox, Jacques du Toit, and leaving several messages with no reply, I eventually get hold of the sales director, James Smith. After explaining my situation to him he said that he will investigate the issue and get back to me. With no calls from him I called him again. He then assured me that the issue will be resolved without any penalties to be paid by me. This was empty promises. Even though I cancelled this service on the 27th December 2017, I received 5 messages since to inform me the the service is cancelled. I was also emailed that if I do not return the router before the 23rd of February 2018, I will be liable for the router's cost. I returned the router in the same package and condition that I received it. Today, 27 February 2018 Vox tried to deduct R5694 from my account. The router cost was still not deducted from my account. There is also a cancellation fee of over R900 added to my account. I will pay for the data used, but not for all the other fees that was added.

Please help me resolve this issue. Fanie Sutherland