Unhappy client- Forced Account Change Due to Cable Theft

Dear Vox Sales/Customer and service Manager,

I'm writing to request your immediate assistance with a situation that's forcing me to change my account due to circumstances beyond my control. Yesterday, I logged a call with Vox due to a no internet connection. Despite scheduling a 17:30 appointment, after the technician called me at 8:30 and he failed to show up at the agreed time, claiming he had already knocked off. Accordiantly the after-hours team was supposed to assist, but no one showed up.

After a frustrating experience with OpenServe's social team and no resolution just constantly repeat of I am sorry, we are escalating the matter. I reached out to Kurt McBright, Field Manager at OpenServe, who intervened and provided excellent support. He updated me on the situation: all cables have been ******, affecting both fibre and copper services as well the openserve box. OpenServe has decided not to replace or repair the copper cables, and Vox needs to assist in changing my account to Wireless data (LTE) or any alternative option.

So I decided to call Vox, spoke to Justin, gave him feedback and he acknowledged communication is also what Vox received from openserve. He then advise he transferring my call to relevant department. The agent answered, I explained the situation. I'm being told that I need to pay a once-off fee for this change, which I find unacceptable. I didn't ask for the cables to be ******, and I didn't request OpenServe to abandon their repair responsibilities. I've been happy with my service and didn't need to make any changes or spend additional money I'm requesting your assistance in resolving this matter.

I appreciate your prompt attention to this matter. Thank you for your time and assistance.

Sincerely,

[Your Name]