Customer Service & Account Admin at its worst

Item: Vox Telecom
Rating: 1
Author: Grant K

Suddenly after seven years of receiving a service for free on a Vox account, a cost is charged to the account WITHOUT notice or communication from Vox nor due to any customer changes on the account. The normal monthly amount for the account is paid and the extra charge queried. Vox simply issues a suspension of service notice.

After about 6-7 telephone calls to the Vox call center and being bounced between the Accounts and Sales departments three times, each saying the other must help, the query went onto email.

After multiple emails over more than a week and several ticket reference numbers issued by Vox, the matter is still not resolved and the last email received re-iterates the suspension of the account.

Helpful (0)

Replies (4)

Vox Telecom's replyOfficial

14 Apr 2022, 17:55

Good day Grant, Thank you for your enquiry. Kindly note that we have escalated your enquiry. We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website. Please take note that we will not reply on HelloPeter. Kind Regards, Vox

Vox Telecom's reply14 Apr 2022, 17:55

Official

Vox Telecom's replyOfficial

27 Apr 2022, 10:24

Good day, Grant K

Thank you for your patience whilst this matter was being investigated.

We have received confirmation that the necessary amendments have been made on your Vox Account and an updated Statement has been sent to the nominated contact details on the account

The Kaspersky package is now cancelled.

Should you require any further assistance, please do not hesitate to contact us on *** or email ***

Kind Regards,
Vox

Vox Telecom's reply27 Apr 2022, 10:24

Official

Grant K's updateReviewer Update

27 Apr 2022, 11:41

Hello,
Thank you for the feedback.

However the matter is not fully resolved, as a credit still needs to be processed and any similar charges for upcoming months need to be reversed (coming month has already been invoiced).

Regards

Grant K's update27 Apr 2022, 11:41

Reviewer Update

Vox Telecom's replyOfficial

27 Apr 2022, 12:05

Hi Grant,

Thank you , A request has been logged with the relevant department for assistance.

Regards
Vox

Vox Telecom's reply27 Apr 2022, 12:05

Official

Hi Grant,

Thank you , A request has been logged with the relevant department for assistance.

Regards
Vox