Pathetic service from the accounts and billing department

I recently app**** for the moving house package with VOX as I’ve been with them for the past 3 years. Their website advertised that the moving house package comes with one month free service. I app**** for this package at the end of November, they debited my account as per normal on the 1st of December, they did the installation at my new address mid-December, and my new router was delivered end-of-December and received by my house sitter while I was on holiday. On the 2nd of December, my account was debited by VOX by an amount greater than my monthly subscription. Now, getting a hold of their accounts and billing department was and still is the pits. Their response time is pathetic. In the first place, VOX shouldn’t have debited my account on the 2nd of January as that is when the free services from the moving house package was suppose to kick in. And top everything, I was only partially refunded and I’m not getting a timeous response from them, after logging a ticket to ask why I was partially refunded.

What I also don't understand is why I’m getting emails saying it’s the final notice to accept their debit order mandate when they have been debiting my account as they please. Upon reading the mandate, they are wanting me to accept a mandate where the monthly subscription is R39 more than the package I signed up for!

When I returned from my holiday in January, I had some difficulties setting up my router and their technical team was quick to respond and to help. The service from their technical team surpasses the services from the accounts and billing department by far. If my tickets with them are not resolved in a timeous fashion then I might end doing business with them.