********* way of doing business

I requested to cancel my services with VOX , as I was moving to another house . I asked if I can just move my line to the new address and was told I cant I need to pay a cancellation fee and take out a new line.

I paid the cancellation fee of R 1700.

I was then told that someone will contact me with regards to the collection of the router as this is not mine , it stays the property of VOX .

I still asked what is the point of the R 1700 then , apparently this is for the installation and not for the router.

I asked the consultant to let me know , or ask someone to confirm to me when they will collect it .

A few weeks went past and no notification .

In January 2020 I took my daughter out for the day and got a random call from a courier company to say that they are at my old house to collect the router .

I told the courier guy , I am not at home now, no one arranged a collection date or time with me , Please ask VOX to contact me to arrange a date and time so that I can make sure that I am at home . He said not a problem at all.

The next day VOX did not call me , I called and emailed them to explain what happened , and I was told not a problem at all , the courier guy will come again and we decided on a date and time that suited me and VOX .

The router was collected on the 17th of January 2020 by the courier company . I have details from the courier company that it was collected sent to Johannesburg and received by VOX

Today is the 28th of January 2020, I woke up this morning with a debit order from VOX for R 1090 - I went to go look what it was for and it says the following : penalty fee for non returned hardware

this is ********* and I am sure that this is not the correct way to do business.

VOX took the money out of my account without my consent.

I immediately emailed VOX and got the following response:

Good day,

Our sincere apologies for the below,

Please note that a credit request is already processing with *** for the router payment you made.

This is still with our Debtors to finalize, we will update you soonest

Thank you

I am not happy with this .

I have responded to the above mentioned email and I am awaiting on feedback, before i decide to do with regards to this .