HA
Hermanus A
1 reviews | Active since Jul 2022
08 Jul 2022, 13:42
Extra month charge without notice - after moving my line to new premises
I see only the same similar reviews, this is just the same thing that gets repeated - clearly they have to many clients or money to treat clients in this manner. Here is my story : As a Vox Fibre customer for over 4 years I had to move to a new house/premises - I gave them notice on the 16 of March that I will be moving and would like to STAY a CLIENT - this clearly means nothing - the quote for new area line etc was done and confirmed for installation and setup on move in 1st of April. Then End of April I saw on my account that they charged me in full for the old premises and the new one, without notice or any communication. After long back and forth communication and queries from me, they still don't care and say that its part of the cancellation - I never cancelled anything ?. It took me 3 months to get the truth out of them for the extra billing. Clearly its not important to retain customers in modern business anymore.
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Replies (3)
Vox Telecom's replyOfficial
08 Jul 2022, 13:58Good day , Marnus A
Thank you for your query.
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.
All cancellations is subject to a clear calendar Months Notification period.
We have also taken note of the Cancellation date dispute and have escalated the query for further assistance.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Thank you for your query.
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.
All cancellations is subject to a clear calendar Months Notification period.
We have also taken note of the Cancellation date dispute and have escalated the query for further assistance.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Vox Telecom's reply08 Jul 2022, 13:58
Official
Good day , Marnus A
Thank you for your query.
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.
All cancellations is subject to a clear calendar Months Notification period.
We have also taken note of the Cancellation date dispute and have escalated the query for further assistance.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Thank you for your query.
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.
All cancellations is subject to a clear calendar Months Notification period.
We have also taken note of the Cancellation date dispute and have escalated the query for further assistance.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
HA
Hermanus A's updateReviewer Update
08 Jul 2022, 19:22Like I said, I was not notified of the charge or that there will be a penalty if I move .
I dont agree with that , as per you terms on website 3.3.1, its not a calendar month so its all very confusing and UNCLEAR -you say this : "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" - but am Customer since 2018 ?? - will await your feedback as promised above
I dont agree with that , as per you terms on website 3.3.1, its not a calendar month so its all very confusing and UNCLEAR -you say this : "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" - but am Customer since 2018 ?? - will await your feedback as promised above
HA
Hermanus A's update08 Jul 2022, 19:22
Reviewer Update
Like I said, I was not notified of the charge or that there will be a penalty if I move .
I dont agree with that , as per you terms on website 3.3.1, its not a calendar month so its all very confusing and UNCLEAR -you say this : "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" - but am Customer since 2018 ?? - will await your feedback as promised above
I dont agree with that , as per you terms on website 3.3.1, its not a calendar month so its all very confusing and UNCLEAR -you say this : "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" - but am Customer since 2018 ?? - will await your feedback as promised above
Vox Telecom's replyOfficial
15 Jul 2022, 10:43Good day, Marnus A
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation from your Account Manager that the cancellation dispute has been addressed.
Your Account Manager will remain in contact with you until resolved.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation from your Account Manager that the cancellation dispute has been addressed.
Your Account Manager will remain in contact with you until resolved.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Vox Telecom's reply15 Jul 2022, 10:43
Official
Good day, Marnus A
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation from your Account Manager that the cancellation dispute has been addressed.
Your Account Manager will remain in contact with you until resolved.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation from your Account Manager that the cancellation dispute has been addressed.
Your Account Manager will remain in contact with you until resolved.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox