Customer experience service

Hi there,

I am extremely not impressed with how Vox is handling my query. I made 3 calls to Vox today querying my invoice received via email.

The first call was made at 12:04 and disconnected while I was still speaking to the agent. I requested the agent to call me back as I was running out of airtime and she advised she is not allowed to make outbound calls. The call disconnected and purchased airtime and rang back again at 12:11 as displayed by my call log. I then spoke to 2 agents, one from Accounts & Billing and one from the Collections department as I was transferred there.

So basically I received a statement claiming I am required to pay R1799 on the 1st of January. At first I received a statement stating I am due to pay R880 and then I received a second one stating R920 and on Christmas Day I received a statement stating I must may R1799. I queried this and I was advised this is for December and January. I mentioned that that I was not aware that payments are made upfront and that I had only budgeted for R880 for December’s statement. I requested to make an arrangement for this. The accounts and billing agent transferred me through to Collections.

I explained the query again to the collections agent and she advised that I can pay R900 today and R900 before the next payment date. I stated that this was fine however, the call was disconnected again. I purchased airtime again and stayed on the line for 5 minutes without being put through to an agent. I can’t recall the collections agent’s name however her name starts with “N”. I then requested a call back by filling in the form online and also logged an account ticket and an agent by the name of Kgomotso joined the chat on WhatsApp. He or she advised that I am required to pay this balance. I then explained that I had already spoke to someone that advised that I could split this payment. This agent was not helpful none so ever because I even requested that the initial calls be listened to because this was discussed with me and I just need assurance that this has been put in place before I make payment today to avoid my network being disconnected due to non-payment. The agent advised that there were no notes on the system which really frustrated me because how can an agent actually access my account and not leave notes about what was discussed.

I have nothing to hide and I would appreciate if they listen to today’s calls as I am in a position to make a payment for R900 as discussed and not the full balance. I am not satisfied with how the agent on the live chat handled my issue. It was like I was chatting to a generic chat box. For a first time user of Vox services, I’m extremely disappointed by my experience.