Vox accounts department, Extremely Frustrating.

Let me start off by saying, i accidentally overpaid my Vox account by Several Thousand, this mistake i will own. What happens from there is nothing short of shocking service and customer support.

So three weeks ago i overpaid my vox account by EFT and immediately realized my mistake. I called the vox support line and was told to log a ticket which i then did.

Days later i followed up on the ticket and was informed that there is no ticket on the system for my account, i then relogged the ticket by forwarding the original email to exactly the same email address i did before and i now received a ticket reference number.

To recap, vox ticketing system was faulty in that it did not issue a reference number, so vox could not attend to my problem. This was disheartening but understandable.

So i gave the now active ticket a few more days to get attended to and called the support line to follow up on the progress, only to be informed i need to attach the proof of payment and a verification of banking details, this despite the money reflecting on my Vox account. But the policy is there to protect the consumer, so i comp**** and sent the documents.

A few days pass and i call support again to follow up, apparently there is a problem with one of the documents i sent, i need to resend it.

So i resend and give it a few days. Again i need to follow-up and get given a long story as why they can not refund me and how they will just deduct my future monthly payments off from the overpaid amount, keeping in mind its Several Thousand, or i can go to my bank and have it reversed. Keeping in mind its now two weeks later and reversal is not possible.

In the mean time i need to get to work and feed my family... Vox clearly does not care, my money is in their account so im the desperate one now...

Moving on, i go to the bank and get verified documents as proof of payment, account verification and even a 3 month bank statement showing all the vox payments i made including the over payment, thinking this has got to be it, surely there cant be anything else needed.

To my dismay, i get a call from Vox stating, my documents are altered, keep in mind these are bank verified documents. Im shocked, im basically now being accused of *****ing bank documents.

So in summary i overpaid yes, i own the mistake. I supply all the documents requested on several occations. I get asked for additional documents which i take off from work to get from the bank only to be told its edited. In not so many words alluding to that i may have altered legal documents.

I have been a loyal Vox customer for several years. All my payments made from the same bank account. Now i am being treated like a ******** because i want my money back which i accidentally overpaid.

Keep in mind with all my correspondence and follow-up calls i made, i remained respectful and understanding with all the support staff, despite my frustration with a obviously flawed process.

The entire correspondence is on record, this i made sure of.

Next steps, i guess is the legal route, ombudsman, ICASA, Social media, etc.