UNFAIR,******** AND RPREJUDICIAL CANCELATION OF SERVICES AND DENIAL TO SERVICES

Email Subject Formal Complaint for Escalation – ******** Cancellation Fee & Service Denial Dear Sir/Madam, I hereby lodge a formal complaint against Vox Telecom for unfair billing practices, misrepresentation, and ******** suspension of services despite full payment being made. On 24 December 2025, I contacted Vox to confirm whether a pending cancellation could be retracted if outstanding premiums were settled. I was explicitly advised that the cancellation would be retracted if payment of R1,098 was made via the Vox Portal and if I called back before 15:00 on the same day. Payment was made that morning in reliance on this assurance. I attempted to call back immediately but was kept on hold for over two hours without assistance. Vox offices then closed for the holidays, preventing further contact. When I was eventually assisted, I was informed—contrary to the original advice—that the retraction had not been processed, despite assurances that it had been escalated. I was further advised that services would only be temporarily suspended while I was migrated to a new contract. Instead, services were suspended on 31 December 2025 and never properly reinstated. I was repeatedly transferred between Accounts and Sales, with each department denying responsibility. Promised escalations to management and the Product Manager were not actioned. Following intervention by Mr Samuel Lawrence, the matter was escalated, but I was then informed the Product Manager was on leave. I was subsequently advised by Collections that I must pay a R1,700 cancellation fee, despite: The account being brought into good standing, Two months of service having been paid for, and Vox’s explicit assurance that the cancellation would be retracted. Vox is now refusing to reinstate services or provide technical support unless this fee is paid. This conduct constitutes misrepresentation, unfair prejudice, and failure to honour contractual undertakings. I request that : Vox review all call recordings from 24/12/2025 onward; Orders the waiver of the cancellation fee; Directs the immediate reinstatement of services; and Investigates Vox’s compliance with consumer protection and electronic communications regulations. I have acted in good faith at all times. Vox has not. I am being charged for services I cannot access due to Vox’s failures. Yours faithfully, Munyaradzi Zaranyika 📞 *** ✉️ ***