Pathetic customer service

I am highly disappointed with a company that calls themselves the leading telecom company in the country as I cancelled my Wi-Fi on the 3rd of July , the request was not processed and no one at Vox can tell me why the email was not attended to.

An email was sent to the following email address *** on the 3rd July 2024 notified Vox of my cancellation 25th of September 2024 I received a statement from Vox saying that I owe them R399 upon receiving the invoice I called Vox to query the invoice when I then discovered that my Wi-Fi has not been cancelled. It was also brought to my attention that the email sent to them on the 3rd of July to a correct email address was apparently not received on the 25th of September I resent the email from the 3rd of July to Vox. Hoping that they would action the cancellation from the 3rd of July however this was not the case I was told that cancellation would be processed on the 25 September and I would need to pay a cancellation charge of R1725.

To my surprise I was debited for an amount of R2124 and when I called Vox to query this all the agents I spoke to insisted that the Wi-Fi was cancelled on the 25 September 2024 after many conversations with various agents and with being rerouted from one agent to another and from department to department I eventually spoke to an agent who was able to assist me. The agent had requested that I send the email from the 3rd of July to them. I subsequently sent the email from the 3rd of July and the email that was sent on the 25th of September to Vox. On the 4th of October I received a notification on WhatsApp telling me that my Wi-Fi has been reactivated when I called Vox and spoke to one of the agents I was advised that my Wi-Fi would be cancelled by the 1st of November eventually I had been transferred to Manager Who had advised me that my query has been escalated and it’s the last level of approving and it would take seven days to refund the money.

I am disappointed as when Vox needs money from us money immediately goes off our accounts however when we need to refund then all of a sudden there’s a process. My question Vox which they cannot answer is where was the process on the 3rd of July when I sent my cancellation request and it was not processed on their end which inconvenienced me, wasted my airtime and wasted my time. When I asked for a refund I was advised that they have to be seven days in case I go to the bank and reverse the debit order. I was also advised by the agent that if I need the money urgently I can go to the bank and reverse the debit order. Why am I as customer being inconvenienced further due to negligence on Vox’s part. I followed through procedure and when I spoke to an agent on the 3rd of July I was advised of a calendar months notice and I agreed to pay for the Wi-Fi until the end of August even though I was not using it. So from my end I followed all procedure however as stated before Vox failed to follow their own procedures someone was negligent on their part and there is no recourse to ensure customer satisfaction.

No one had made any attempt to make this process seamless and minimise my inconvenience at all.

In any event I need to change my Wi-Fi Vox telecom will be at the bottom of my list and I will not recommending them to anyone.

They maybe be leading in telecom but not in customer service.