Disastrous customer service

<p>Hi, </p> <p>I cancelled my Vox telecom fibre account in December last year as I was moving abroad to North America. Upon cancellling, I explicitly mentioned in email (I have kept all email threads and communication as evidence) that collection of the hardware device needs to be done by 15th December 2016 as I would not be in the country after that date. That gave collections 2 weeks to respond. I received no response until middle February when an Agent (Lukas Grobler) reached out to me to collect the hardware. (I have this email thread) I agreed to contact my brother in law in Johannesburg to collect the hardware from my flat and bring it to his house for the Vox collections. Nontherless, nobody contacted my brother in law and the hardware was left at the house. A few weeks ago I received a penalty bill for not returning outstanding hardware which is completely ludicrous because I have tried time and again to return it. I send 5 emails to the agent (Tumi Mothoa) to tell him that the hardware is at my brother in laws house and it can be collected from there (I have all the emails sent as evidence) but I receive no reply. Then today I get a new email from Vox saying that I have not paid the penalty! </p> <p> </p> <p>This has been a truly disastrous experience! It cannot take 6 months to collect hardware! I have all the emails I sent (over 20 emails on this subject) as evidence to this very poor customer service. There is no way I am paying the penalty amount and I am willing to take this up with my lawyer if need be. The saddest part of this experience is that up until I cancelled my account, Vox's customer was truly excellent. </p>