1 reviews | Active since Nov 2015
EXTREMELY DISAPPOINTED
I’m really disappointed in the service I’ve been receiving from Vox. I first contacted Vox Mid-March to sign up for Fibre to the home Uncapped. I was promised that the router and installation will be done within 7 business days but I ended up waiting almost 3 weeks for the router to be delivered due to the incorrect address being captured on the system. Once I received my router, I had no internet service until a Technician finally came out to fix my router, my internet services was only active from the 9th APRIL 2022, I have attached the email as well. Now I received a statement requesting an amount of R1 420.54, I contacted the accounts help desk and spoke to a very rude consultant who explained that I was being charged a pro-rata for March, and for the full month of April which I don’t understand because my internet was only activated on the 9th of April. The lady in the call center could not assist me and told me to send an email.
I have made a payment of R722, the proof of payment is attached, I cannot be held liable for charges for the month of March and first 2 weeks of April because my services were only made active on the 9th of April due to *********** consultants who could not assist and ensure that I received my router on time.
I keep getting emails which threatens to suspend my services, please rectify this asap as I have made a payment. I cannot sit with no internet again because of a fault that Vox has made.
Thank you for your query.
Kindly note that the details of your query has been sent to our Accounts team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your query.
Kindly note that the details of your query has been sent to our Accounts team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that the Vox billing is done in advance. Invoices are issued on the 23rd of each month and due on the 1st of the following month.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
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 Vox billing is done in advance. Invoices are issued on the 23rd of each month and due on the 1st of the following month.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox