HORRIBLE SERVICE DELIVERY FROM INCOMPETANT VOX TELECOM EMPLOYEES

Good morning

It is a sad day for me to go to these extreme measures to get my concerns across, I have been a customer with VOX for almost 3 years now and it is upsetting that I am being treated the way I am.

On 23.06.2022 I 1st made contact with VOX and explained to them that I am moving to a new property and need my WIFI moved from the old address to the new. I was told by Daylan Felkers (sales) that I have to cancel my existing account and open a new one as there will be an installation charge to move the account. I agreed and this and cancelled the account. Friday 24.06.2022 I was contacted by Charlie (account cancellations) for a reason to why Im cancelling the account and I explained my situation to him. He told me that its not necessary as I can just move the account, I then told him to move forward and just move the account. 3 days later 27.06.2022 I contacted VOX as they were not coming back to me and they told me that they picked up there was an issue with my account (no-one notifies me of this). They suggest I re-open the account in my wife's name and that is what I do. I send all the RICA documentation and again I don't hear from VOX for 4 days. I make contact with Daylan Felkers (he claims to be my account manager) 01.07.2022 to ask him why I am hearing nothing from VOX, he then tells me the ID has incorrect certification, I then take the time to get it certified and send it to him. Again VOX goes silent, I call Daylan Felkers on the 04.07.2022 and he texts me back 10am that morning that he's not available because he's gone grocery shopping (apparently this is more important than servicing his customers). I don't hear from him again.

On the 07.07.2022 I contact Frogfoot (this is the fibre company I selected) and the lady there tells me that they never received a ticket from VOX requesting an installation for my new address, I explain to her that I have been waiting 2 weeks for this installation done. She puts me on hold to make a few calls and tells me that she has found the account and will send guys out on the 08.07.2022 to do the installation. I explained to her that this is a newly renovated property and that a whole new installation has to be done. On 09.07.2022 my wife contact me (I am currently doing work in Pretoria) and tells me that the installer cant do the work as he was told that there is already an installation done and all they need is connect it up.

Since Saturday I cannot get hold of any VOX employees to assist with this matter and I have been put in a position where I had to cancel my account with VOX and go somewhere else where i now have to deal with the same incompetence.

I would like to name the following people that works for your establishment that is *********** in what they do and have no idea how your company runs or do business. Daylan Felkers (Sales) Brian Vuyani (Sales) Jenifer Malabola (Accounts) Charles (Cancellations) Jody Gentle (Complaints) Wienie Moloconwe (Projects) Lehlogonolo Mithlabani (Technical Manager) These are the frustration people I had to deal with for the last 3 weeks and my WIFI still hasn't been installed. I ask that you please deal with this issue as it will be a result of losing long-time customers.