CM
Clint M
1 reviews | Active since Jan 2018
19 Apr 2023, 11:01
Disgusting Service from Management and Staff
Requested to cancel my line in February and have it moved to the new unit within the same complex I was moving. This was requested one week before I moved.
After moving to the new unit, VOX continued to debit my bank account for 2 months while sitting without internet. During this period, I was fighting back and forth as to why the line had not been installed.
Today I found out that my cancellation was only submitted in March (originally called and requested in February). Thus, I was liable for the line for an additional calendar month.
My new line was finally installed a week ago and VOX are now charging me for my pervious unit for April as well as a pro-rata amount for the new unit.
Thus, I paid VOX for 2 months of no internet and now must pay close to double for the month of April.
The calls I receive from them shift the blame to me and are not bothered in assisting nor keeping their clients happy.
Helpful (0)
Replies (5)0
Replies (5)
Vox Telecom's replyOfficial
19 Apr 2023, 11:10Good day Clint M,
Thank you for your query.
Please note that the details of your complaint has been sent to the sales retention team to investigate the matter and assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
Regards
Vox
Thank you for your query.
Please note that the details of your complaint has been sent to the sales retention team to investigate the matter and assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
Regards
Vox
Vox Telecom's reply19 Apr 2023, 11:10
Official
Good day Clint M,
Thank you for your query.
Please note that the details of your complaint has been sent to the sales retention team to investigate the matter and assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
Regards
Vox
Thank you for your query.
Please note that the details of your complaint has been sent to the sales retention team to investigate the matter and assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
Regards
Vox
CM
Clint M's updateReviewer Update
19 Apr 2023, 13:02"As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months." - Why is this being brought up? I was in my previous apartment for 2 years!
"Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month" - I called VOX one week prior to moving in February. This was to prevent and minimize any delay. Why, if I called in February to cancel and have the line moved, was the cancellation only done in March?
My argument is that I cancelled the line in February. Clearly someone did not cancel my line when I requested. I had to call again to follow up on my new installation to then find out that the line was not cancelled and I am now the one that has to pay for VOX Staff's mistake! This is unacceptable.
I am at the point that I will be looking for other service providers, pay you your money just to get rid of you and move on.
"Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month" - I called VOX one week prior to moving in February. This was to prevent and minimize any delay. Why, if I called in February to cancel and have the line moved, was the cancellation only done in March?
My argument is that I cancelled the line in February. Clearly someone did not cancel my line when I requested. I had to call again to follow up on my new installation to then find out that the line was not cancelled and I am now the one that has to pay for VOX Staff's mistake! This is unacceptable.
I am at the point that I will be looking for other service providers, pay you your money just to get rid of you and move on.
CM
Clint M's update19 Apr 2023, 13:02
Reviewer Update
"As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months." - Why is this being brought up? I was in my previous apartment for 2 years!
"Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month" - I called VOX one week prior to moving in February. This was to prevent and minimize any delay. Why, if I called in February to cancel and have the line moved, was the cancellation only done in March?
My argument is that I cancelled the line in February. Clearly someone did not cancel my line when I requested. I had to call again to follow up on my new installation to then find out that the line was not cancelled and I am now the one that has to pay for VOX Staff's mistake! This is unacceptable.
I am at the point that I will be looking for other service providers, pay you your money just to get rid of you and move on.
"Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month" - I called VOX one week prior to moving in February. This was to prevent and minimize any delay. Why, if I called in February to cancel and have the line moved, was the cancellation only done in March?
My argument is that I cancelled the line in February. Clearly someone did not cancel my line when I requested. I had to call again to follow up on my new installation to then find out that the line was not cancelled and I am now the one that has to pay for VOX Staff's mistake! This is unacceptable.
I am at the point that I will be looking for other service providers, pay you your money just to get rid of you and move on.
Vox Telecom's replyOfficial
19 Apr 2023, 13:07Good day Clint,
Our team will be in contact with you to advise and elaborate accordingly.
Kind regards,
Vox
Our team will be in contact with you to advise and elaborate accordingly.
Kind regards,
Vox
Vox Telecom's reply19 Apr 2023, 13:07
Official
Good day Clint,
Our team will be in contact with you to advise and elaborate accordingly.
Kind regards,
Vox
Our team will be in contact with you to advise and elaborate accordingly.
Kind regards,
Vox
CM
Clint M's updateReviewer Update
19 Apr 2023, 14:27I am paying VOX and Cancelling. Will pay the cancellation fee and moving to WebAfrica. It's going to cost me more but cannot stand VOX and the disgusting treatment to your clients. Thank you. Don't bother contacting me.
CM
Clint M's update19 Apr 2023, 14:27
Reviewer Update
I am paying VOX and Cancelling. Will pay the cancellation fee and moving to WebAfrica. It's going to cost me more but cannot stand VOX and the disgusting treatment to your clients. Thank you. Don't bother contacting me.
Vox Telecom's replyOfficial
20 Apr 2023, 10:45Good day, Clint
Thank you for your patience whilst this matter was being investigated.
Kindly note that the cancellation Management team has sent correspondence to you pertaining to your premises move query and the outcome thereof.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that the cancellation Management team has sent correspondence to you pertaining to your premises move query and the outcome thereof.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Vox Telecom's reply20 Apr 2023, 10:45
Official
Good day, Clint
Thank you for your patience whilst this matter was being investigated.
Kindly note that the cancellation Management team has sent correspondence to you pertaining to your premises move query and the outcome thereof.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that the cancellation Management team has sent correspondence to you pertaining to your premises move query and the outcome thereof.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox