Terrible customer service for businesses

As a business signing a contract for over R250k you would expect that Vox would value your business and give you good service. Think again. I have spoken to the sales manager Shannon who promised to get back to me in 2 day (that was over a week ago). This is also not the first time that she has not kept her word, until I chases her up multiple times.

The only time I haven't had to chase Vox is when the sales person wanted us to sign the contract.

Last year we were offered a special if we signed a 2 year contract. That special was a lower price for the same speed line we have + voip services. However we were then told because our contract was only expiring this year we could sign the contract and it would only kick in once the current contract expired. We signed the contract, our existing contract expired and they continued to charge us the old contract rate which was higher (nice way to treat businesses during the pandemic). Then they started charging us for the old contract + the new contract.

On top of it over 4 months ago I logged a ticket due to an issue with their site which did not allow me to downgrade the mobile service as stated on the site. That ticket was sent to support, but for some reason Vox decided the sales person should deal with my technical issue. After multiple emails I managed to get the sales person and sales manager on a teams chat. After 4 months of over billing, the sales person kept trying to point the finger at me the customer. Saying I accepted invisible terms and conditions when I upgraded my account on the site (even though the site clearly states I can downgrade on a month to month basis). She said I was reading the site wrong, and I proved to her that it was her that was reading it wrong.

I just can't stand companies that try to always put the blame on the customer and don't know how to deal with customers.

I asked 3 times if its their mistake will they credit me. The first 2 times there was just silence. Eventually the sales person told me that her and her sales manager have no authority. In other words after wasting 30 minutes of my life on a call I am told that I am speaking to the wrong people.

In normal times you expect great service from companies. In these pandemic times you would expect companies to work extra hard to retain the customers they still have.

Had I known what I know today, I would never have have signed up with Vox.