Vocal experience

To whom it may concern,

I wanted to reach out to you and inform you of the outstanding customer service I received from Charl. According to my understanding, Charl works in the technical support team however, his kindness and caring for the customers he speaks with goes far beyond his skills in his department.

Charl, saved me from leaving VOX Telecoms. I have been through hell and back with Vox over the past 4 weeks regarding my internet and the only person that seemed to care was Charl. I initially spoke with him last week around August 16th to try to reconfigure my router but we didn't succeed. He told me not to worry a new router was on the way. When I told him I wont be home he went above and beyond to contact Skynet as no one from VOX bothered to check with me if I would be home for this delivery.

To cut a long story short, I emailed Charl again this morning letting him know I am back in South Africa can we try one last time reset my old router, we did not succeed. I was extremely frustrated at this point and I told Charl all I want is my new router to be delivered today from Vox. He contacted Skynet and a new router was at my house 2 hours later, and my internet is now working. Each and every email I sent him he paid attention to and made sure to communicate.

As for the other members from VOX that I have been dealing with, so-called team leaders have been nothing short of terrible. The service I received from her was disappointing and I guess the saying goes it starts from the top down cause her team members to have the same attitude that I spoke with.

Additionally, I received a statement from VOX today saying at the end of this month they are debiting me R2500 this better be fixed and corrected as I have had no working internet and I was billed for the month of July when I wasn't even living at my new address. If such debit goes off from my account, I will take the matter further and leave VOX as I have been told multiple times my account will be credited.

As someone who works in the service industry, I would definitely invest in members like Charl and develop him further. I am very grateful for him if I didn't connect with him, this circus show of getting my internet working again would still be happening.

I did try to contact your head of customer service, however, the mail bounced back. If they would like to get in touch with me I have no problem with this as I am expecting some apology regarding the service I received.