Escalate this matter

Good day,

Please be advised of the below and provide me with extensive information and feedback on this matter:

I have been with Vox for almost 3 years now, everything was fine until I had to move to a new apartment, my email dated the 31/07/2019

I was quoted with a cancelation fee (of R1670. 00) as per my contract and agreed hoping that when I moved in come September all would go smoothly. To my surprise it did not, there was no communication from Vox at all.

After emailing and calling mid through September email dated 15/09/2019 was sent to cancel my entire contract with Vox. There was no Fibre in my new place and I was being debited for R599 plus cancelation fee in order for someone to even come out to my house. How does that work? I pay for a service not even provided, no Fibre, no communication just my account being debited???

Email dated 01/10/2019 from Vox with monthly installment and cancelation fee Email dated 01/10/2019 credit note of R645. 00 Which includes a statement R1045. 31 minus the R645 credit. From this point onwards I received calls daily and emails regarding my outstanding balance! It amazes me that when I needed to be contracted by Vox nothing was happening, but nevertheless I found that Vox agents can actually communicate.

Email statement from Vox dated 25/10/2019 Email statement from Vox dated 31/10/2019 Email statement from Vox dated 13/11/2019 Email letter of demand from Vox dated 20/11/2019 Email statement from Vox dated 25/11/2019

Email from me dated 04/12/2019 to accounts to continue my service. I asked for an updated statement to make payment.

Statement reads as follows: Cancelation fee R1008 Admin fee R35.31 Invoice 1/10/2019 R46.00 Credit memo 1/10/2019 R645. 00 Interest 21/10/2019 R22.40 Invoice 1/11/2019 R915. 87 Invoice 11/11/2019 R1256. 45 Interest 21/11/2019 R14.28 Invoice 1/12/2019 R507. 00

Payment for this bull**** made on 23/12/2019 R3760.00

At this point no reconnection has been made. Year ends, no feedback no assistance. Billed for December no Fribe.

January comes still no feedback or communication At this point my last resort is to go on social media and hope that making a scene there with speed up with whole process. Eventually someone in tech gets back to me and informs me that the Vumatel line was canceled and they had to come out to my property and sort it out. Let me tell you that was the best part of my experience, they called the day before and arrive the next day. Vox on the other hand then had to send their own technican to come out and configure the router. And that in itself was a mission. The second guy managed to sort it out and by the 14th of January I finally had Fibre. R217 paid for January as I only had Fibre for the reminding days of January. I also received a "credit" R343. 45 owing R217 paid 17th January 2019

February installment billed R507 paid 27th January

March installment billed R538.00 paid 26th February

Email dated 10/03/2020 Suspension notice. Forwarded POP made on the 26th February 2020

Email dated 11/03/2020 Excel recon spreadsheet of outstanding amount of additional R599

Emailed date 16/03/2020 Accounts updating my query stating that my account has not been suspended and is still active.

17/03/2020 no fibre Account suspended Called accounts to be informed that my account was "audited" and that they have made the mistake of charging me R507. 00 per month and not R599.

I have a few questions: Firstly as the client I paid what I was billed for so how is this supposed audit my issue? Secondly where was the communication for this? Other than right before they suspended my account? My next question is how did it accumulated to R599. 00 additional fees when 1) I only reactive my account in December 2) January wasn't a full month?

This is beyond ridiculous in actual fact it is day light *******. I will make it known everywhere and I've also sent this email to my lawyer.

I can no longer funnel money into a useless service provider.

I even went as far as paying your bull**** "cancelation fees" without question but now I've had enough.

I expect feedback from you guys immediately.

Kind regards Yasmeen Jones