Incorrect invoicing

Item: Vox Telecom
Rating: 1
Author: Indrani B

I contacted Vox in September 2021 to install fibre in my home. I was told installation and router were included in the contract but after no response from them for 2 weeks, I was told that I needed to pay R175pm for the router excl the monthly charges. I immediately canceled with them and no one came to me house and nothing was installed.

In October 2021 I signed up with MWEB, which I am currently using and the router was free of charge.

But Vox is still sending me invoices every month for services not and installed. I have sent them numerous emails stating I am not utilizing their services but nothing seems to be getting done.

Now I received a notice saying they are going to send my account for collection. This is impacting my name as well as my credit record.

Ease can someone sort this out urgently

Helpful (0)

Replies (2)

Vox Telecom's replyOfficial

16 Feb 2022, 17:26

Good day, Indrani B

Thank you for your post.

Kindly note that the details of your complaint has been sent to the accounts Management team to assist.

We will investigate the details of your complaint and provide feedback to you soonest.

Kind Regards,
Vox

Vox Telecom's reply16 Feb 2022, 17:26

Official

Vox Telecom's replyOfficial

03 Mar 2022, 11:34

Good day, Indrani B

Thank you for your patience whilst this matter was being investigated.

Kindly note that from our investigation, we have concluded that the agreement entered into in October 2021 was for DSL services, and not Fibre services.

The quotation accepted did stipulate that the package offers 10Mbps Uncapped DSL services and excludes the router.

We can confirm that a subsequent quote was sent for a router only rental agreement of R75.00 per month which was not accepted.

We further found that the request for cancellation was sent, but unfortunately not sent to the correct email address as indicated on the cancellation process, and therefore the cancellation was not actioned within the required timeframe.

Please note that we have reviewed your original cancellation request and was able to make the necessary amendments on your account as the cancellation was sent through within 7 days of activation of the DSL services.

An updated Statement has been sent to the nominated details on your account.

Should you require any further assistance, please do not hesitate to contact us on *** or email ***

Kind Regards,

Vox

Vox Telecom's reply03 Mar 2022, 11:34