1 reviews | Active since Oct 2023
Pathetic customer service
I am leasing a property and I have signed up for a month-to-month contract with Vox on 5 Feb 2023. My rental agreement is coming to an end at the end of Nov 2023.
The contract (the terms and conditions) that I have signed with Vox – On the quote from Vox that I signed off, it states duration is 1 month. Based on this, it is a month-to-month contract. Nowhere in the paperwork does it state that this is a fixed term contract. The duration in my contract is defined as more than 2 months and less than 24 months.
In terms of the CPA, I am entitled to cancel the contract by giving 20 business day notice. Vox now wants to charge me R1725 for the installation fee. This clause is not stipulated in my contract and can therefore not be enforced legally.
I was prepared to transfer this contract to another premises, less than 1 km away, however Vox is not prepared to do that. We were also looking into entering another contract with Vox at another premises, however based on this pathetic non-customer centred service we will reconsider.
Can a senior decision maker please contact me in order to reach a favourable way forward for BOTH parties?
Thank you for your post.
Kindly note that we have sent the details of your complaint to the sales team for assistance.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
Thank you for your post.
Kindly note that we have sent the details of your complaint to the sales team for assistance.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will be in contact with you soonest to assist.
Kind Regards,
Vox
Can I pay the cancellation fee pro-rata according to the the number of months before the cancellation in relation to the 12 months? I am a student so I don’t have R1725 to pay to cancel.
If I choose the option to continue paying until the end of the 12-month contract period-
What happens to the equipment? Will you come fetch it from me from my new place of residence upon the end of the contract?
Can I pay the cancellation fee pro-rata according to the the number of months before the cancellation in relation to the 12 months? I am a student so I don’t have R1725 to pay to cancel.
If I choose the option to continue paying until the end of the 12-month contract period-
What happens to the equipment? Will you come fetch it from me from my new place of residence upon the end of the contract?
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the cancellation query.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the cancellation query.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox