Terrible Service

I have been with Vox for the 4 years. I recently move to my new apartment in April. In February 26, I sent Vox an email informing them about my move and requesting that they terminate my services. Payments for Vox are done in advance. April debit order went off end of March. So I was under the impression that March was my notice period. Then later on in March I decided that I will not change the service provider, I will stay with Vox, honestly their internet did not give me issues, but their service is ****. I contacted them towards the end of March telling them that I would like to continue with their services. That was my biggest mistake.

They told me they will send me the router, only to receive the router on 7th April, not on the 3rd as they are saying. Then I was sent invoice for April, I asked what is this invoice for because I had paid for April, I was told that the cancellation was only processed in March. I asked whose fault is it as I did sent an email on February 26th. I was told that they tried to call me but could not get hold of me. I then asked, did you send me any sms or email they said no. So I was expected to know Vox cancellation process that was not explained to me, also I am not busy because I have to wait for Vox to call so I can answer? The consulted that worked on my account, realised that it was their fault because cancellation was not logged when I requested.

On the 22nd of April I received a billing of R1498.00, I asked what is this billing for? I was told it is for April and May? I asked again why April again, I was told that the March debit order was for the old property, the April amount which includes April is for the new property. I asked again, why because I sent a cancellation email in February, I was told because they could not get hold of me they did not cancel. Who fault is that. To end everything, I reversed the debit order that went off in March for April, automatically my account was in arrears, they threaten to suspend my services. I called twice this, both consultants told there was a credit on my account, they will escalate the matter so that my services will not get cancelled. To my surprised on Wednesday, my services were suspended. Since I have no access to internet, I reversed again the R1498.00 debit order and bought data for R700 to last us the entire month. Then send an email to cancel my services, because what is the point, *********** staff could not do their job now I have to suffer.

On Thursday they called to try and find out why I am cancelling, the entire month of April I have been trying to explain what happened but no one was willing to dig dip and find out what happened. Okay they sorted out the account but now I don’t need the services this month because I wasn’t going to be in a situation where I have no internet access. So I made plans since Vox was not willing to listen. After so many calls to Vox nobody listened to me. Now that I want to cancel their services they fix the problem after they suspended my services let me with no internet access.

Please proceed with my cancellation, I am looking for a new service provider. If you can check the amount of calls I made to Vox yet my issue was not resolved. Your staff did not log my cancellation on time, so how was that my fault? Even now I spoke to a lady on Thursday, she told me that someone from retention will call and my cancellation will not be processed without that person talking to me. Why talk to me when you have failed to listen to what I have been saying the entire month of April? - Account Number: ***