I am still waiting for a response to my e-mail!

Urgent Refund Request – R690 Debited After Cancellation Dear Vox Accounts Department,

I am writing to formally request a refund of R690, which was debited from my account on 2 June 2025, following my cancellation request submitted on 19 May 2025.

I initially activated my LTE service on 10 April, and since then, I have experienced extremely poor internet connectivity. Over the entire period from activation until cancellation, I had – at best – 7 to 10 days of usable internet. For the remaining time, the service was either completely inaccessible or so unreliable that it rendered basic usage impossible, both on PC and mobile devices.

Despite this poor service, I was charged R1322 at the end of May, covering an April pro-rata fee and an upfront charge for May. I accepted that, assuming it was the final billing. However, I was very surprised and disappointed to see an additional debit of R690 on 2 June, after I had already submitted my cancellation.

When I queried the charge, I was told that a one-month notice period applies. This was not clearly communicated to me when I selected the month-to-month package. It is unreasonable to market a service as "month-to-month" and then impose a one-month notice without properly informing the customer.

In total, I have paid R2000 for virtually no usable internet service. This is deeply frustrating and feels like a gross injustice, considering the service I received fell far short of acceptable standards.

I therefore request a refund of the R690 charged on 2 June. I believe this is a fair and reasonable request under the circumstances, given that the service was non-functional and I had already initiated cancellation.

Please confirm receipt of this email and let me know when I can expect the refund to be processed.

Sincerely, Robyn-Jean Hammett