Early Termination - Cancellations Fees - Poor Escalation Handling

I am writing to formally lodge a complaint regarding the shocking lack of professionalism and empathy I experienced when dealing with an escalation involving Vox. The handling of my case, both over the phone and through email correspondence, was extremely frustrating and left me feeling disregarded and disrespected. Due to dire personal circumstances, I was forced to terminate my contract early and requested a connection transfer, which, unfortunately, was not possible. This resulted in early termination fees. Despite several discussions with Vox and my willingness to pay, I was informed that no affordable payment plan could be offered. After returning the equipment and receiving a credit adjustment, I offered an alternative: a 10-month payment plan of R400 per month. The representative handling my case, Sharne Alexander, indicated that she would consult with a superior and get back to me with feedback. However, no feedback was provided, and the matter was escalated without my knowledge to a third-party collections agency. When I contacted Vox to understand how this happened and to seek clarification, I was put in touch with Bianca from a credit control department. Unfortunately, the manner in which Bianca handled the call was utterly unprofessional and deeply concerning. Not only was she condescending, dismissive, and rude, but she failed to acknowledge my willingness to pay or the lack of feedback to my proposed payment plan. Instead, she repeatedly interrupted me, focusing solely on policy and procedure, without any regard for the individual circumstances at hand. The call was nothing short of vile, and I was left feeling belittled and frustrated. Following this, I received an email from Bianca with instructions to direct any further communication to the collections company. The email was equally dismissive, with Bianca continuing her poor attitude, and her superiors, Iris and Roelene, copied into the email. This made the situation even more disheartening, as it felt as though Bianca’s behaviour was tacitly supported by her superiors, given the bold and unrepentant tone of the responses. I find it deeply troubling that such an experience occurred, especially with a customer who was willing to settle their debt and make arrangements. The lack of empathy, understanding, and professionalism shown by Bianca and her apparent lack of accountability within Vox’s structure is unacceptable. It is extremely disappointing to feel as though Vox has no genuine interest in resolving issues for customers who are willing to make good on their obligations. I am requesting that this complaint be taken seriously and that immediate steps are taken to address both the poor customer service I received and the unprofessional conduct demonstrated. It is my hope that this feedback will be used to ensure no other customer is subjected to such treatment in the future.