1 reviews | Active since Jun 2024
Terrible appalling customer service for VOX
For people who are supposed to connect their clients, this could not be more far from the truth. If I could give 0 rating I would.
I just wanted to cancel my subscription on 1 July 2024, sent emails and tried calling, only got automated responses and ticket numbers. I go onto their website and see that you cancel your account from there, but fine print states that the need full calendar month to cancel the subscription, being the 1st, this would not be a problem? They get back to me on 3 July and say the cancellation has been processed and my subscription will be cancelled on 01/09/2024 (September?) taking the full calendar month in August. I called and called to get through to somebody to just back date the request to when I actually did submit the cancellation. Now they record all the calls, so they can go and listen to the conversation on 2 July at 13:34, by the 3rd time going through their customer service line and actually getting somebody to pick up, the guy told he has back dated it and they will collect the router at the end of July. So everything is sorted, or so I thought...
A WHOLE WEEK goes by, on 9 July I receive a message, they will collect the router on 30/08/2024, I am moving end of July and will not be there, which is what was explained to them. But again emails and calls only get ticket numbers or getting passed through the system and explaining myself again to every new person who is supposed to be able to help? Not wanting to waste my own time, airtime and money I sent emails made a few calls and then left it there because this was supposed to be sorted.
The only quick communication I got was when I went their facebook page (also seeing all the negative posts), and then they call me during work hours 3 times in 2 minutes, I couldn't answer as I was seeing patients, then they have the audacity to say we called you and you didn't answer, I called back, but going through the customer service system nobody knows who called me and nobody knows what is going on?
This internet service provider is the worst possible provider that I have ever dealt with. I am not going to mention the previous drama story that we had just to do a change of ownership on the current line, which was 3 months of being without wifi.
I would never recommend anybody work with VOX if you have the choice.
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Finance Department that the billing dispute on your account has been resolved and the necessary credits have been app****.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Finance Department that the billing dispute on your account has been resolved and the necessary credits have been app****.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
It is 07 November 2024, 4 months after cancelling my account.
I received an invoice in October stating that there is now R2000 on my account for the router that was not returned. I received an email after my cancellation saying that they will collect the router on 31 August, which was a month alter than when I actually cancelled my account, which meant that I was not living at my previous registered residence anymore. I sent an email on 23 July 2024 to explain that we can arrange another date of collection (Ref nr. VOX***4). No reply as per usual.
On 31 August I did not receive any call or communication that the courier is there to collect the router. The last communication I had was on 27 July 2024.
This morning at 10:40 I spoke to Bridget in customer service, who put me through to the collection department where somebody picked up after 5 minutes and then directly put me on hold again.
Amber then picked up a full 10 minutes later and explained that I am responsible for getting the router back to VOX if the collection failed the first time, now I am trying to arrange for the courier on VOX's side to come and try the collection again, but apparently that is a cardinal sin for the courier because they only do it once. I never received any communication from the courier when they wanted to collect the router ("shocking" for a communications company). Now that I have spoken to Amber, it became my responsibility to get their router back to them? Why can't they try to collect again? I do not want to sound petty but that is unbelievable that they can't courier again, because now I have to pay for them that didn't communicate? So whether it was my unavailability on the collection day or the courier that didn't communicate that they want to collect the router, I have to sit with the headache and costs of now returning the router?
I just want you guys to come and collect the mikrotik router, which should have been done 4 months ago when I cancelled my account. When their was availability, because I have never known anybody who has tried to have something delivered by a courier and them trying to make arrangements for collection, and it not being successful, the only difference is is that usually the courier calls ahead of time to try and make the collection successful form their side as well!
Now after 3 months on 18 October 2024, the VOX accounts department started working again and invoiced me R2000 for the router that was not returned. Since then I have sent emails back and forth only to get an automated reply every time. I received one email form Gezelle Jacobsz 21 October explaining that the router must be returned to a VOX office in Midrand, I explained to her that I am in Cpae Town and the courier can come and collect the router here and never got an answer again.
Then I came into contact with Jennifer Malobola on 23 October 2024, who said that there is an office in Cape Town, but then once I let her know that I have the router and they can send a courier to collect their property, once again got no answer.
I sent an email everyday following that conversation with reference nrs. VOX***5, VOX***3, VOX***2. Never to be answered by a real person ever again.
Please can somebody just communicate for more than email or phone call and arrange for the router to be collected by a courier?
Your "leading communication" service is utterly appalling and I can't believe you guys are still in business, every time I call or try to make contact I speak to someone who has no idea what is going on with my account and never seems to know anybody else at the whole VOX company, the email for every department is the same and always just gets an automated reply, so the obviously the inbox is not monitored?
I will never be using the services of VOX ever again, and will be telling everybody to stay away.
It is 07 November 2024, 4 months after cancelling my account.
I received an invoice in October stating that there is now R2000 on my account for the router that was not returned. I received an email after my cancellation saying that they will collect the router on 31 August, which was a month alter than when I actually cancelled my account, which meant that I was not living at my previous registered residence anymore. I sent an email on 23 July 2024 to explain that we can arrange another date of collection (Ref nr. VOX***4). No reply as per usual.
On 31 August I did not receive any call or communication that the courier is there to collect the router. The last communication I had was on 27 July 2024.
This morning at 10:40 I spoke to Bridget in customer service, who put me through to the collection department where somebody picked up after 5 minutes and then directly put me on hold again.
Amber then picked up a full 10 minutes later and explained that I am responsible for getting the router back to VOX if the collection failed the first time, now I am trying to arrange for the courier on VOX's side to come and try the collection again, but apparently that is a cardinal sin for the courier because they only do it once. I never received any communication from the courier when they wanted to collect the router ("shocking" for a communications company). Now that I have spoken to Amber, it became my responsibility to get their router back to them? Why can't they try to collect again? I do not want to sound petty but that is unbelievable that they can't courier again, because now I have to pay for them that didn't communicate? So whether it was my unavailability on the collection day or the courier that didn't communicate that they want to collect the router, I have to sit with the headache and costs of now returning the router?
I just want you guys to come and collect the mikrotik router, which should have been done 4 months ago when I cancelled my account. When their was availability, because I have never known anybody who has tried to have something delivered by a courier and them trying to make arrangements for collection, and it not being successful, the only difference is is that usually the courier calls ahead of time to try and make the collection successful form their side as well!
Now after 3 months on 18 October 2024, the VOX accounts department started working again and invoiced me R2000 for the router that was not returned. Since then I have sent emails back and forth only to get an automated reply every time. I received one email form Gezelle Jacobsz 21 October explaining that the router must be returned to a VOX office in Midrand, I explained to her that I am in Cpae Town and the courier can come and collect the router here and never got an answer again.
Then I came into contact with Jennifer Malobola on 23 October 2024, who said that there is an office in Cape Town, but then once I let her know that I have the router and they can send a courier to collect their property, once again got no answer.
I sent an email everyday following that conversation with reference nrs. VOX***5, VOX***3, VOX***2. Never to be answered by a real person ever again.
Please can somebody just communicate for more than email or phone call and arrange for the router to be collected by a courier?
Your "leading communication" service is utterly appalling and I can't believe you guys are still in business, every time I call or try to make contact I speak to someone who has no idea what is going on with my account and never seems to know anybody else at the whole VOX company, the email for every department is the same and always just gets an automated reply, so the obviously the inbox is not monitored?
I will never be using the services of VOX ever again, and will be telling everybody to stay away.