Terrible service, no ethics, not interested in the CPA
<p>Having been a customer for ten years, experiencing, at best, indifferent service (for a Telecoms company they must have one of the worst call centres in SA), everything came to head when, without notice, their chargess suddenly went up by 400% for the identical service I had been receiving and paying for since we first became a VOX customer. To put this in perspective, VOX was already charging me double the going rate for the same service from another provider (simple domain & website hosting with linked e-mail addresses). Despite all efforts to resolve the problem they persisted in billing me for this outrageous amount until I closed the account and moved all our services elswhere. Now they are trying to sue me for something I never agreed to pay for.</p>
Good day Terry.
Thank you for bringing this to our attention. Kindly note that we are currently investigating your complaint and will be in contact with you soon.
Regards,
Vox Telecom
Good day Terry.
Thank you for bringing this to our attention. Kindly note that we are currently investigating your complaint and will be in contact with you soon.
Regards,
Vox Telecom
Good day Terry.
Kindly note that the Accounts Department has been in contact with you and explained the billing to you. Your Accounts Manager has also been in contact with you regarding this matter.
Kind Regards,
Vox Telecom
Good day Terry.
Kindly note that the Accounts Department has been in contact with you and explained the billing to you. Your Accounts Manager has also been in contact with you regarding this matter.
Kind Regards,
Vox Telecom
They have just confirmed what I complained about! Obviously not interested in the actual problem.
They have just confirmed what I complained about! Obviously not interested in the actual problem.
Good afternoon Terry,
Thank you for your feedback.
Kindly note that we have escalated and investigated the matter. It came to our attention that you were using emails which you weren’t billed for – when we picked up the error on our side, we corrected the system and billed you accordingly (this was in November 2016). From November 2016 onwards, we have billed you correctly for the email addresses which was activated and in use.
We haven’t back billed you for the emails which you were using.
Unfortunately, we will not be able to credit your account as you were making use of the services.
One of our agents has been in contact with you on Thursday 29 June 2017, trying to make an agreement with regards to the payment, however you requested not be contacted by Vox Telecom.
Should you have any further issues, please feel free to contact our Debtors Department on *** / ***
Regards,
Vox Telecom.
Good afternoon Terry,
Thank you for your feedback.
Kindly note that we have escalated and investigated the matter. It came to our attention that you were using emails which you weren’t billed for – when we picked up the error on our side, we corrected the system and billed you accordingly (this was in November 2016). From November 2016 onwards, we have billed you correctly for the email addresses which was activated and in use.
We haven’t back billed you for the emails which you were using.
Unfortunately, we will not be able to credit your account as you were making use of the services.
One of our agents has been in contact with you on Thursday 29 June 2017, trying to make an agreement with regards to the payment, however you requested not be contacted by Vox Telecom.
Should you have any further issues, please feel free to contact our Debtors Department on *** / ***
Regards,
Vox Telecom.
Unfortunately that is simply NOT TRUE. You HAVE been billing me for years, (at what it turns out is actually DOUBLE THE GOING RATE), for e-mails as part of our hosting package as agreed with our account manager at the time the contract was set up, and we have paid for it every month. So it is UNTRUE to say we had not been billed for e-mails we were using.
You unilaterally, without consultation, notification or agreement, and in conflict with the requirements of the Consumer Protection Act, attempted to increase that charge by 400%. Can you please answer these questions:
1) Can you provide evidence that we agreed to change the contract from a hosting package inclusive of e-mail adresses, as we have operated with you for for years, to one where emails would be charged separately.
2) How do you justify a charge of R250 per month for a service that is readily avalable on the market for less than R30 per month?
3) What makes you believe that a customer can arbitrarily be made to pay 5 times more than they had agreed to pay?
Unfortunately that is simply NOT TRUE. You HAVE been billing me for years, (at what it turns out is actually DOUBLE THE GOING RATE), for e-mails as part of our hosting package as agreed with our account manager at the time the contract was set up, and we have paid for it every month. So it is UNTRUE to say we had not been billed for e-mails we were using.
You unilaterally, without consultation, notification or agreement, and in conflict with the requirements of the Consumer Protection Act, attempted to increase that charge by 400%. Can you please answer these questions:
1) Can you provide evidence that we agreed to change the contract from a hosting package inclusive of e-mail adresses, as we have operated with you for for years, to one where emails would be charged separately.
2) How do you justify a charge of R250 per month for a service that is readily avalable on the market for less than R30 per month?
3) What makes you believe that a customer can arbitrarily be made to pay 5 times more than they had agreed to pay?
Good evening Terry,
Thank you for your feedback.
We will escalate the matter to the relevant parties for feedback.
Regards,
Vox Telecom.
Good evening Terry,
Thank you for your feedback.
We will escalate the matter to the relevant parties for feedback.
Regards,
Vox Telecom.
Good day Terry
Kindly note that we have been in contact with you previously and explained to you that the packages on your account was not inclusive of the email addresses. The email addresses which was in use at the time should have been billed separately since inception, however, due to a system error the billing never took effect. This error was identified and rectified in November 2016 and your account was billed correctly from November 2016 onwards.
No back billing took place on the account for the email addresses.
We have also previously sent you a breakdown of your account and explained all services on your account as well as the billing related to the services.
As mentioned before, we have attempted to contact you regarding the billing and arrears on the account, however you have requested not to be contacted by Vox Telecom.
Should you have any further issues, please feel free to contact our Debtors Department on *** / ***
Regards,
Vox Telecom
Good day Terry
Kindly note that we have been in contact with you previously and explained to you that the packages on your account was not inclusive of the email addresses. The email addresses which was in use at the time should have been billed separately since inception, however, due to a system error the billing never took effect. This error was identified and rectified in November 2016 and your account was billed correctly from November 2016 onwards.
No back billing took place on the account for the email addresses.
We have also previously sent you a breakdown of your account and explained all services on your account as well as the billing related to the services.
As mentioned before, we have attempted to contact you regarding the billing and arrears on the account, however you have requested not to be contacted by Vox Telecom.
Should you have any further issues, please feel free to contact our Debtors Department on *** / ***
Regards,
Vox Telecom
Vox obviously do not want to address my actual complaint as they have not answered any of the questions put to them in my previous reply. They are simply ignoring the problem and saying the same things over and over again which have nothing to do with the complaint, stone-walling and trying to change the subject to their own agenda. There is no point in continuing this discussion as Vox obviously has no interest in dealing with the real problem and are simply trying to justify their indefensible actions.
Vox obviously do not want to address my actual complaint as they have not answered any of the questions put to them in my previous reply. They are simply ignoring the problem and saying the same things over and over again which have nothing to do with the complaint, stone-walling and trying to change the subject to their own agenda. There is no point in continuing this discussion as Vox obviously has no interest in dealing with the real problem and are simply trying to justify their indefensible actions.