PATHETIC SERVICE FROM VOX BLOEMFONTEIN

Vox Bloemfontein has put me in a position where I have not other option than to report on the EXTREMELY POOR service received!

I have been a Vox BFN client since Sept. 2019. In November 2020 both my husband and I lost our jobs. We initially thought we would have to move to a cheaper place and subsequently I cancelled the service with Vox on 1 Dec. 2020, as contractually I am to give one month's notice.

On the 11th of Dec. 2020 our landlord assisted us and it we no longer had to look for a cheaper place to stay.

On the same date I withdrew my cancellation request and was told that it can only be done if I pay R1750.00, which I failed to understand because the service is supposed to be active until 31 Dec. 2020 and they would thereafter send a technician to collect the hardware, which was not necessary.

I contacted a representative of Vox BFN and he informed me that the only way to avoid paying such an unnecessary, exorbitant amount, is to enter into a new contract with me. I agreed and the quotation for a new contract was sent to me on 11 Dec. 2020 and I accepted it on even date.

On 15 Dec. 2020 I received an invoice and statement for the month of January 2021.

On 1 January 2021 we woke up to find that we no longer have ANY Wi-Fi/Internet services because it was cancelled. I was then informed by the Call Centre that the DATA account was suspended but the Frogfoot line is still active. They can see the withdrawal of the cancellation and the new quotation but that the person in BFN (Amos) neglected to forward an order to the Systems Support team to ensure that the services is not cancelled and they are very sorry about this. Nothing can be done until 4 Jan. 2021.

On 4 Jan. 2021 I again contacted Vox and again had to accept another new quotation/contract (Q***). To date (6 Jan. 2021) nothing has been resolved and we are still without any Wi-Fi.

THIS IS DETRIMENTAL to my family as we cannot search for any jobs on the Internet nor can my husband and I send out our CV's in an attempt to try and find something. We are now at the mercy of Vox, where the Regional Manager, Louis Ehlers, the sales manager, Arno de Meyer and another 5 project managers/system support personnel cannot give me an indication of when the data account will be re-activated.

I was given the sales manager's number - not knowing it is his personal number, how would I know this?? I have been in contact with him since the 5th of January 2021 as I was told he is dealing with the matter now. Today, I again had to send a message asking for feedback. I asked him how far the process is, what else must still be done and he told me "I am just sales and am not 100% sure"?????!!!! He also mentioned that he does not work in the department responsible to activate the data account, upon which I said that he should be in a position to at least PHONE them to get more constructive feedback. I was for obvious reasons very upset yet still tried my best to be polite. I was thereafter blocked and reprimanded for using his private number and that I can, going forward, contact him via the office number or I can contact the Call Centre myself.

WHAT TYPE OF SERVICE DELIVERY IS THIS?? To ask your own customer to follow-up on the mess that Vox created and to be responsible to try and resolve the mess myself??

THIS IS PATHETIC TO SAY THE LEAST.

I will NEVER again propose Vox Telecom as a good fiber service provider. They have not idea of what good aftercare customer service is and simply shrug their shoulders knowing what devastating financial impact this situation has on our family.