Delayed Activation of Additional Line and Poor Communication

The issue is still unresolved

I am writing to express my disappointment with the service I received from Vumatel. Earlier, I received a call from Vumatel that dropped after a few rings. When I attempted to return the call, nobody answered.

I sent a screenshot of the missed call to your team and promptly received an email stating that there was a 'failed scheduling attempt.' I find this response unacceptable, as it was Vumatel that initiated the call and failed to answer when I returned it.

I expect a higher level of service from your team. I hope you will take immediate action to address this issue and provide a better experience for your customers.

I am writing to express my surprise and concern upon receiving the email titled 'Services Cancellation Confirmed - ticket:VOX***4'.

I do not recall submitting a cancellation request for my services, and I have no record of such a request.

Could you please investigate this matter urgently and clarify the reason for the cancellation confirmation and who initiated it?

I would appreciate it if you could also confirm whether providing review on services experience automatically institutes a cancellation?.

Thank you for your prompt attention to this matter.

I am extremely dissatisfied with Vox. As a service provider, their service has been nothing short of appalling—inefficient, unprofessional, and frustrating.I requested an additional line at the same premises, and it took an unreasonably long time to be installed. When they finally did install it, they inexplicably suspended my existing line and continued charging me for it—without any prior notification. I only realized there was no internet when it stopped working. After multiple calls and WhatsApp messages, not a single representative informed me of the suspension until I checked the portal myself.By that point, I had had enough. In early February, I logged cancellation requests for both lines—one of which had never even been used, while the other was already suspended. Strangely, as soon as I requested cancellation, Vox was suddenly efficient—sending couriers immediately to collect their routers. Yet, despite having no Vox routers in my home, their portal still shows the services as active, blocking me from switching to another provider.To make matters worse, they kept one line active until the end of March (and the status of the other remains unclear). They are quick to suspend services without notice for trivial reasons—such as a banking detail update, which they themselves failed to process when requested. However, when it comes to official cancellation requests, they deliberately delay the process to extract more fees.This is nothing short of ********* business practice, corporate bullying, and financial exploitation. I will be escalating this matter to ICASA, disputing these unjustified charges with my bank, and sharing this experience across various platforms to raise awareness.