Urgent Complaint Regarding Unauthorised Debit & Poor Service – VOX Telecom

Dear Hello Peter,

I have been a VOX Telecom customer for a few years but resigned from my contract. Following my resignation, VOX repeatedly sent emails and messages stating that they would come to collect their modem, but they never showed up.

At one point, while I was away, I even arranged for my neighbors and friends to wait at my place, as VOX provided only a date but no specific time. Despite these efforts, they never arrived.

To my shock, at the end of November last year, VOX withdrew R1,999 from my account without any prior communication, even though I had been waiting for them to collect the modem. At the time, I was overseas for three months. When I contacted VOX, the response was frustratingly unhelpful. The representative simply repeated the same sentence: "Kindly please be advised that we can only refund your account upon receiving the hardware."

I provided proof of my attempts to facilitate the collection, yet the response remained unchanged. I explained that I could return the modem upon my return to South Africa, but again, I received the same scripted response. Had VOX clearly communicated that I needed to send the modem back myself, I would have done so. Instead, they withdrew money from my account without consent and refused to engage in any meaningful discussion.

I believe this is ********* and unacceptable. I will return the modem since they have already taken the money, but I question the legality of this practice. I am deeply disappointed by VOX's lack of accountability and customer service.

I would appreciate any assistance in resolving this matter.

Sincerely, Lovatiana