NB
Nomnikelo B
1 reviews | Active since Aug 2020
20 Feb 2022, 22:05
Billed for service not yet used
I had made an application for installation of Fibre in my place of residence. The installation was done on Friday 18 February 2021.i received a message informing me that the router has been dispatched and will take 3-5 working days . An hour after installation was done the line was active but because the router has not yet arrived I am unable to use the Fibre services. What shocked me Is a message I received via an sms indicating that billing system has commenced because the line is active . I contacted Vox trying to query the billing citing that I have not used the system yet as I am still waiting for the arrival of the router , I was told that once the line is active the billing starts counting
I fail to understand why am I charged for the service I have not started using and the reason for not using it is not of my own making but theirs. I am highly disgruntled and disappointed by this.
Helpful (0)
Replies (9)0
Replies (9)
Vox Telecom's replyOfficial
21 Feb 2022, 08:09Good day, Nomnikelo B
Thank you for your post.
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
Thank you for your post.
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
Vox Telecom's reply21 Feb 2022, 08:09
Official
Good day, Nomnikelo B
Thank you for your post.
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
Thank you for your post.
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
NB
Nomnikelo B's updateReviewer Update
21 Feb 2022, 08:47The lady that called me this morning from Vox , by the name of Lerato confirmed what I am complaining about and therefore the matter is not yet resolved
NB
Nomnikelo B's update21 Feb 2022, 08:47
Reviewer Update
The lady that called me this morning from Vox , by the name of Lerato confirmed what I am complaining about and therefore the matter is not yet resolved
NB
Nomnikelo B's updateReviewer Update
21 Feb 2022, 10:44Kindly note that the activation was done before I received the router .
Kindly note that I need a technician to install the router, it has just been delivered.
Kindly note that I need a technician to install the router, it has just been delivered.
NB
Nomnikelo B's update21 Feb 2022, 10:44
Reviewer Update
Kindly note that the activation was done before I received the router .
Kindly note that I need a technician to install the router, it has just been delivered.
Kindly note that I need a technician to install the router, it has just been delivered.
NB
Nomnikelo B's updateReviewer Update
21 Feb 2022, 10:46If therefore the activation of service was done before the receipt of the router how was I suppose to use the service? therefore why am I billed for a service that I have not yet used ?
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Nomnikelo B's update21 Feb 2022, 10:46
Reviewer Update
If therefore the activation of service was done before the receipt of the router how was I suppose to use the service? therefore why am I billed for a service that I have not yet used ?
NB
Nomnikelo B's updateReviewer Update
21 Feb 2022, 10:47The billing is supposed to start on the day when the router has been installed and is working
NB
Nomnikelo B's update21 Feb 2022, 10:47
Reviewer Update
The billing is supposed to start on the day when the router has been installed and is working
NB
Nomnikelo B's updateReviewer Update
21 Feb 2022, 12:24We have updated Your Service Request, number VOX***9.The updated comment to your request is as follows:
Dear Valued Customer,
Thank you very much for entrusting us with your service request.
Kindly note that billing begins from date of service activation and not from date of delivery.
When the stock is shipped out of Vox - billing resumes.
It is standard that hardware will take between 2-3 days to arrive and should not be held against Vox for the period delivery took place.
We understand your disappointment, and apologize for any inconvenience that this may have caused you.
However as per the Ts and Cs agreement ; we remain firm on the above and regret that we cannot issue compensation as requested.
Should you have any further queries, please do not hesitate to contact us.
Regards,
If you would like to subscribe or unsubscribe for Outage notifications, please log in to your MyVox Customer Zone using the following link: https://portal.vox.co.za/vox/portal/login/login.jsp
Please contact the Vox Support Center should you require assistance to access your MyVox Customer Zone.
---
Lerato Mahlangu
Customer Service Agent
Block 16
Boardwalk Office Park
Eros Street
Faerie Glen
0081
Tel: ***
Fax: ***
Email: ***
Website: https://www.voxtelecom.co.za
Updated By: Mrs Lerato Mahlangu
This is the response I got from Vox representative .
Dear Valued Customer,
Thank you very much for entrusting us with your service request.
Kindly note that billing begins from date of service activation and not from date of delivery.
When the stock is shipped out of Vox - billing resumes.
It is standard that hardware will take between 2-3 days to arrive and should not be held against Vox for the period delivery took place.
We understand your disappointment, and apologize for any inconvenience that this may have caused you.
However as per the Ts and Cs agreement ; we remain firm on the above and regret that we cannot issue compensation as requested.
Should you have any further queries, please do not hesitate to contact us.
Regards,
If you would like to subscribe or unsubscribe for Outage notifications, please log in to your MyVox Customer Zone using the following link: https://portal.vox.co.za/vox/portal/login/login.jsp
Please contact the Vox Support Center should you require assistance to access your MyVox Customer Zone.
---
Lerato Mahlangu
Customer Service Agent
Block 16
Boardwalk Office Park
Eros Street
Faerie Glen
0081
Tel: ***
Fax: ***
Email: ***
Website: https://www.voxtelecom.co.za
Updated By: Mrs Lerato Mahlangu
This is the response I got from Vox representative .
NB
Nomnikelo B's update21 Feb 2022, 12:24
Reviewer Update
We have updated Your Service Request, number VOX***9.The updated comment to your request is as follows:
Dear Valued Customer,
Thank you very much for entrusting us with your service request.
Kindly note that billing begins from date of service activation and not from date of delivery.
When the stock is shipped out of Vox - billing resumes.
It is standard that hardware will take between 2-3 days to arrive and should not be held against Vox for the period delivery took place.
We understand your disappointment, and apologize for any inconvenience that this may have caused you.
However as per the Ts and Cs agreement ; we remain firm on the above and regret that we cannot issue compensation as requested.
Should you have any further queries, please do not hesitate to contact us.
Regards,
If you would like to subscribe or unsubscribe for Outage notifications, please log in to your MyVox Customer Zone using the following link: https://portal.vox.co.za/vox/portal/login/login.jsp
Please contact the Vox Support Center should you require assistance to access your MyVox Customer Zone.
---
Lerato Mahlangu
Customer Service Agent
Block 16
Boardwalk Office Park
Eros Street
Faerie Glen
0081
Tel: ***
Fax: ***
Email: ***
Website: https://www.voxtelecom.co.za
Updated By: Mrs Lerato Mahlangu
This is the response I got from Vox representative .
Dear Valued Customer,
Thank you very much for entrusting us with your service request.
Kindly note that billing begins from date of service activation and not from date of delivery.
When the stock is shipped out of Vox - billing resumes.
It is standard that hardware will take between 2-3 days to arrive and should not be held against Vox for the period delivery took place.
We understand your disappointment, and apologize for any inconvenience that this may have caused you.
However as per the Ts and Cs agreement ; we remain firm on the above and regret that we cannot issue compensation as requested.
Should you have any further queries, please do not hesitate to contact us.
Regards,
If you would like to subscribe or unsubscribe for Outage notifications, please log in to your MyVox Customer Zone using the following link: https://portal.vox.co.za/vox/portal/login/login.jsp
Please contact the Vox Support Center should you require assistance to access your MyVox Customer Zone.
---
Lerato Mahlangu
Customer Service Agent
Block 16
Boardwalk Office Park
Eros Street
Faerie Glen
0081
Tel: ***
Fax: ***
Email: ***
Website: https://www.voxtelecom.co.za
Updated By: Mrs Lerato Mahlangu
This is the response I got from Vox representative .
Vox Telecom's replyOfficial
01 Mar 2022, 15:27Good day Nomnikelo B Thank you for your patience whilst this matter was being investigated. Kindly note that we have received confirmation that the necessary credits have been allocated to your account. The billing commences on the date of activation of the line. Vox also sends out communication to inform its customers that the hardware has been shipped and the turnaround time for delivery, as well as notices on the commencement of the billing. However, in this instance, the self-installation could not be completed and therefore an on-site installation was required. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account. Should you require any further assistance, please do not hesitate to contact us on *** or email *** Kind Regards, Vox
Vox Telecom's reply01 Mar 2022, 15:27
Official
Good day Nomnikelo B Thank you for your patience whilst this matter was being investigated. Kindly note that we have received confirmation that the necessary credits have been allocated to your account. The billing commences on the date of activation of the line. Vox also sends out communication to inform its customers that the hardware has been shipped and the turnaround time for delivery, as well as notices on the commencement of the billing. However, in this instance, the self-installation could not be completed and therefore an on-site installation was required. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account. Should you require any further assistance, please do not hesitate to contact us on *** or email *** Kind Regards, Vox
NB
Nomnikelo B's updateReviewer Update
25 Oct 2024, 12:23Matter was sorted and I am happy with the service
NB
Nomnikelo B's update25 Oct 2024, 12:23
Reviewer Update
Matter was sorted and I am happy with the service
Vox Telecom's replyOfficial
25 Oct 2024, 12:46Good day Nomnikelo,
Thank you for your feedback!
Thank you for your feedback!
Vox Telecom's reply25 Oct 2024, 12:46
Official
Good day Nomnikelo,
Thank you for your feedback!
Thank you for your feedback!