Poor Service

To the founder of Vox Telecom Jacques du Toit

Good day Jacques,

As a new customer of your company I am very disappointed with the service I have received since signing up with Vox in the beginning of April 2022.

Although I waited almost a month to be connected I understood that the timeframe of procedure to be connected can take that long. However, I was connected on or about the 28th of April 2022 and was very happy with the service. The billing invoice was sent to me for an amount of R1721 but apon looking closely I saw that the billing started on the 14th of April in stead of the 28th of April. Brian, your consultant in Bloemfontein was contacted by myself to enquire about the incorrect billing and he sorted the credit note for the difference and told me that he would sort it out with your accounts Manager. Never have I received one email with the new revised billing invoice or a phonecall from accounts to ask whether or not I was happy with the changes and credit given. I the meantime my services was suspended due to none payment. I phoned your customer support line on numerous occasions taking the callback option but was never called back with regards to this matter.

I am sure you are aware of business ethics and procedures regarding invoices and keeping your customers informed at all times but this was non existent in my case.

I phoned your accounts department this morning @ around 07:45 and spoke to Rachel I believe and asked her what the situation was regarding my connection as I needed it urgently to do business. (By the way, a payment was made by me yesterday morning of R1282.17 witch was the difference minus the credit given by your consultant Brian via WhatsApp)

Rachel told me that the Credit was not even approved yet and needed to wait for the accounts manager to approve it. How can credit just be handed out if credit is not approved? I am under the impression that all has been done and only needed to pay the difference for the service to be reconnected. It has been 2 days of delayed service witch has inconvenienced me, cost me time and money as a result of none service from Vox due to a fault on my billing account from your company. Still, as I am writing this email there is no Internet service costing me data I had to buy.

Can you please assist me in this matter because it doesn't look like I will get any service anytime soon from your staff.

I would also like to ask if I made the right choice of choosing Vox as a service provider and what will be done to ensure this doesn't happen to other clients?

Awaiting your response.