Cancellation - Flawed

Firstly, I wish I could not rate them at all as a means to highlight my total disgust but I digress, there is truth in the fact that their level of service is without a doubt, not as ****py as the unfortunate cancellation process I encountered. That said, this serves as a warning that you are only important up and until you have reason to leave or cancel!

Along came Home Connect, offering 100 up & 100 down (Fibre) at an unbelievable R888/mo, yes, you read right (as at 01/01/2020)! Of course Vox could not even get close and the end result was to cancel...

Now timing is a B... No matter what, I was always going to pay twice, one month for Vox (Jan '20) as well as my new Fibre provider Home Connect (Jan '20). I planned for this and duly rep**** to Vox Accounts on the 24th of Dec '19, stating my intention to cancel but soon thereafter started being throttled or so it felt, even though I paid there and then for January 2020 (one months notice).

Fast forward to the 24th of Jan '20, where a statement from Vox comes my way, requesting settlement of R706 for Month of Feb '20. Like you, I was surprised and on digging deeper, it became apparent that my explicit instruction to cancel back in December 2019, was not received because I had sent it on to a no reply email address.

Now in all fairness, that should settle the matter and make me at fault and all this mumbo jumbo you have just being reading, was for naught! But believe me when I say it's not!

On reflection, I noticed that while using my Smart Phone, emphasis on Smart), it never warns of the fact that you are replying to a no reply address, nowhere, nor did it present me with a bounce back reply from Vox to advise me that I sent an email in error to a NO REPLY address! One would think it's standard practice... oh wait, they claimed they did and I said I can prove other wise and if they had proof of said automatic reply, please send it to which I am still waiting for!!!

Moving swiftly along as it unfortunately does get somewhat long in the tooth so to speak. I try everything to request that they please not bill me again for Feb '20, for a service not used since 10 Jan '20 and to, through the preponderance of clear and concise evidence, agree that it's quite apparent that I had good intentions all along (with praise might I add) and that there were 6 days still remaining before Feb '20 and that given the fact that all the facts lay bare on the table, including my loyalty to them (Monthly EFT's, not even a debit order), surely an amicable resolve could be reached.

Neither here or there, it took Vox 2 (two) months to conclude what was already understood by all parties involved from the get go (24 Jan '20), that unfortunately I sent the cancelation request to the wrong email address and that they will not credit me and that I owe them R239 of the R706 originally wanted. Turns out I'm such a good payer that I had a credit of over R440...

So to summaries, having even sent them an example of a "do not reply" where it was clear that you were sending to an incorrect email address, so as to expose their (Vox's) responsibility in all of this and my absolute sincerity, let alone the lesson generously brought to their attention that should have generated a thank you rather, I was contacted in person yesterday (24th Apr '20), while in the midst of the Nationwide Stage 5 Lockdown and informed of the Final Demand Notice and that if not settled within 7 days, my enormous debt to Vox will be handed over to a COLLECTIONS company, i.e. I was going to be treated ********ly over a measly R239 for doing nothing wrong!!! Okay one thing but I explained and proved that thanks to their ****-poor system, I was none the wiser until it was too late! All my pleas simply fell on deaf ears...

Join VOX at your peril, you have been warned!!!!

I sign this “without prejudice”...