Poor and disappointing customer service

As a client of Vox Telecom, I must say that my experience with the company has been extremely disappointing. Despite being a client since 2021. I had to cancel my account in early 2022 due to unforeseen circumstances. I reinstated my Vox account end of 2022. I was met with poor communication and a frustratingly long process that took over two months to complete.

Throughout the ordeal, I had to visit the offices of Vox Communications in my city on five separate occasions just to sort out my account because their call center was useless. Waiting over two hours on hold only to get cut off is unacceptable in this day and age.

To add insult to injury, when my account was finally reinstated, I was promised that the courier delivering my new router would also collect the old one (according to Vox since I reinstated my account, the old router would no longer work and I required a new one), and I would receive a credit note as soon as they received their merchandise back. However, when the courier arrived, they had no instructions to collect the old router, leaving me in the lurch.

After weeks of following up, I was told to bring the old router to their offices in Port Elizabeth to speed up the credit note process. I did so on the 20th of February 2023, and I was promised that the credit note would take 30 days. However, to this day, 2 months later, I have not received any communication or update from Vox Communications regarding my matter.

I must say that this is the second time I have had such an experience with Vox Telecom. While their consultants are helpful, Vox Telecom head office needs to show up to the party and provide adequate support to their clients. As a well-known and well-utilized ISP, it is unacceptable that they cannot provide better customer service.