Inadequate Response from Accounts Department and Lack of Hands-On Customer Service

I want to express my dissatisfaction with the service provided by the Accounts department and the lack of hands-on customer support for router installation as a new client.

Despite my relentless efforts to communicate via email since March 23, 2024, my requests have been met with nothing more than automated ticket references and no substantive service. The department's efficiency in sending invoices and statements is commendable; however, the content of these documents fails to reflect the updates explicitly requested for my account—namely, the transition from personal to business account details.

Furthermore, the billing period commenced on April 8, 2024, yet the router was only delivered on April 9, 2024, raising concerns about being charged for a service period during which the essential equipment was not in my possession and not set up yet!

As a customer with no experience in router setup, I find the reliance on do-it-yourself links inadequate. The expectation to self-install without hands-on assistance is unreasonable and disregards the customer's potential need for support. The absence of service personnel to facilitate the setup process is a significant oversight.

I urge the Accounts department to address ticket reference number **VOX***4** promptly and request the dispatch of a technician to my premises for router installation and account update verification.

Your attention to these matters is not only necessary for resolving my current issues but also crucial for improving customer service quality for all.

Sincerely,

Michelle De Bruin