Be Careful of VOX

Be careful of VOX!

So, I had been a VOX customer for about 5 and a half years. Roughly 3 years into the service with VOX, my router gets hit by lightning.

I then call VOX Support and query if they need to replace it or if my insurance company can replace it. I get told that my insurance company can replace it as the hardware is more that two years old. Considering the fact that the contract agreement stated that should the service be cancelled within 24 months, then I would be liable for R1999 for the router.

Then, when I ended the service agreement with VOX, I get told that I need to return the old router and since I am not able to do so, I call VOX again. This time the representative tells me that it's not an issue, I must just email VOX explaining the situation, which I did, twice. Neither email that I sent garnered a reply other than a "ticket being logged".

Two months later, I recieve an email stating that I will be billed, via debit order, R1999 for "non return of goods." To which I immediately send an e-mail, thus having it in writing, to which I'm told that I did not follow procedure and I am liable for the hardware, end of story.

Naturally I asked if a payment plan can be setup, as I don't have R1999, disposable income just lying around. To which the account person replies that once at least 50%of the R1999 has been paid, then a payment plan can be considered. But a debit order of R1999 has been loaded on their system, that's the full amount thus rendering a payment plan null and void.

Then I just recieved a phone call today, reiterating the former email, after stating that "the issue has been escalated" the the person states that I am still liable for the router and that the debit order, which I never signed nor agreed to, will be processed.

In summary, be extremely careful of VOX.