Bad VOX experience - stay away!

On the 11 December 2017, I ordered my 50/5 Vumatel fibre line Month to Month contract from VOX Telecom with ref X340515 and consequent account number ********** . Nowhere on the VOX form has been made provisioned for a) CPE already installed and b) Client don't require a router from ISP.

On the 13 December 2017, I receive a notification that the installation has been completed with:

Your Vox ref no. is VOX ********** . Your Vumatel ref no. is O ********** 62344.

Don't know what exactly was installed because there was an existing CPE/Boundry box on the property and I haven't seen or heard from any technician. After endless days of calling VOX support and rude encounters with their account department I finally got my fiber object ID: VT-OL-OB-0449 activated on the 14 December 2017.

VOX email me an invoice for R1550.00 on the 16 December 2017 and deduct the amount on the 18 December 2017. On the 18 December 2017, after 1 stable day of activity on the fiber line I subscribe to Netflix. However, the fibre was de-activated again on the Friday 22 December 2017 for no reason what so ever. The total number of days trouble free was exactly 4.5 days since the 11 December 2017.

I log a call with VOX on the afternoon of 22 December 2017 that the fiber link is not working again. I phoned several times VOX support trying to find out about the status of the link. Every time I called in I need to explain my problem. At no stage has I given a reference number or did VOX follow up on the problem.

On 23 December 2017 VOX email me another invoice for R899 payable 1 Jan 2018 for a non-existing service. Out of desperation I email Vumatel on 23 December 2017 and they allocated a technician to investigate the problem. However, Vumatel only fix the problem on the evening of 27 December 2017.

At this stage I already given notice to VOX to cancel my Month-2-Month contract which was only acknowledge on the 27 December 2017. After phoning VOX accounting asking if they going to refund me for the days that the line was inactive with a rude negative answer I decided to visit FNB. After showing them the cancellation acknowledgment from VOX, FNB reverse the order of R1550.00. VOX also shelf the fiber line on the 28 December 2017 and notify me via email. Still no phone call from VOX.

On the 28 December 2017, VOX try to debit my account again with the amount of R2484.00 and succeeded on the 2 January 2018 on a second attempt. On the 3rd FNB assist me again to reverse the order and put a block on VOX debit order. At this stage there is no legal consent exists between myself and VOX to access my bank account. I didn't receive any call from VOX since 22 December 2017 either.

VOX is unprofessional because:

a) Lack of support and the willingness to escalate the problems to Vumatel. b) VOX do not keep the customer inform. c) VOX support do not follow procedure and logged problems d) Paying 61.3% of the monthly fee for 5 days effectively is nothing but greediness on the part of VOX e) VOX unfair business practice not to honor the Month-2-Month correctly