aS
adrian S
1 reviews | Active since Dec 2013
27 Nov 2025, 14:43
Vox Billing Me for a Cancelled Fibre Line I Had No Access To – No Investigation, No Accountability
I am extremely disappointed and frustrated with the way Vox has handled my cancellation and the ongoing billing dispute.
I cancelled my fibre service at the end of August because I moved out of the property on 1 September. The new tenant took over, and a Vox representative confirmed that my service would be cancelled with immediate effect. I had no access to the line from 1 September onwards.
Vumatel has also confirmed that the line was terminated in September and that the service was no longer active under my account.
Despite all of this, Vox continues to bill me for September for a service I did not have access to, and they are now adding interest and threatening me with debt collection. Every attempt to resolve this has been met with generic copy-and-paste responses that completely ignore the evidence I have provided.
It is clear no proper investigation has been done at all. I was a loyal customer for over three years and always paid on time. The lack of respect shown throughout this process is shocking.
I am now escalating this to ICASA, the National Consumer Commission, and the Credit Ombud, and I demand that a senior person from Vox contact me immediately to resolve this matter.
I will not pay for a service I did not have access to.
Helpful (0)
Replies (7)0
Replies (7)
Vox Telecom's replyOfficial
27 Nov 2025, 15:28Good day , Adrian
Thank you for your review.
Please note that the details of your complaint has been sent to the debtors team to investigate the matter and assist .
In this case there was an early line release requested by yourself, 08 September 2025 - REF VOX***0, Vox assisted accordingly , however the Month Notice fees will remain.
The Month notice T &C's was explained as per REF VOX***5 22 August 2025.
The last billing would be for September 2025.
18. Cancellation Terms
Customer must give one clear calendar month notice of his/her intention to cancel the services in writing. Email: ***
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
Example (a) notice received on 30 April, cancellation to be effective 31 May
Example(b) notice received on 1 May, cancellation will be effective 30 June.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the debtors team to investigate the matter and assist .
In this case there was an early line release requested by yourself, 08 September 2025 - REF VOX***0, Vox assisted accordingly , however the Month Notice fees will remain.
The Month notice T &C's was explained as per REF VOX***5 22 August 2025.
The last billing would be for September 2025.
18. Cancellation Terms
Customer must give one clear calendar month notice of his/her intention to cancel the services in writing. Email: ***
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
Example (a) notice received on 30 April, cancellation to be effective 31 May
Example(b) notice received on 1 May, cancellation will be effective 30 June.
Kind Regards,
Vox
Vox Telecom's reply27 Nov 2025, 15:28
Official
Good day , Adrian
Thank you for your review.
Please note that the details of your complaint has been sent to the debtors team to investigate the matter and assist .
In this case there was an early line release requested by yourself, 08 September 2025 - REF VOX***0, Vox assisted accordingly , however the Month Notice fees will remain.
The Month notice T &C's was explained as per REF VOX***5 22 August 2025.
The last billing would be for September 2025.
18. Cancellation Terms
Customer must give one clear calendar month notice of his/her intention to cancel the services in writing. Email: ***
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
Example (a) notice received on 30 April, cancellation to be effective 31 May
Example(b) notice received on 1 May, cancellation will be effective 30 June.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the debtors team to investigate the matter and assist .
In this case there was an early line release requested by yourself, 08 September 2025 - REF VOX***0, Vox assisted accordingly , however the Month Notice fees will remain.
The Month notice T &C's was explained as per REF VOX***5 22 August 2025.
The last billing would be for September 2025.
18. Cancellation Terms
Customer must give one clear calendar month notice of his/her intention to cancel the services in writing. Email: ***
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
Example (a) notice received on 30 April, cancellation to be effective 31 May
Example(b) notice received on 1 May, cancellation will be effective 30 June.
Kind Regards,
Vox
aS
adrian S's updateReviewer Update
27 Nov 2025, 15:36Vox, your reply still ignores the actual facts of this situation.
You keep repeating the one-month notice clause, but you refuse to acknowledge the reality of what happened.
1. I moved out on 31 August and had NO ACCESS from 1 September
The service was not physically accessible to me at all.
I no longer lived at the property, and the new tenant took over the space.
I no longer lived at the property, and the new tenant took over the space.
So how am I being billed for a “notice month” on a line I could not access from day one of September?
2. You only processed the cancellation on 8 September
Yes, the cancellation was only finalised on 8 September —
but I had already moved out on 31 August and informed Vox of the cancellation before that.
but I had already moved out on 31 August and informed Vox of the cancellation before that.
Your delay in processing does not mean I must pay for a service that was already unusable on my side.
3. I was NEVER informed of a 30-day notice period until after I cancelled
At no point before cancelling was I told about this clause.
It was only mentioned after I had already moved and cancelled the service.
This information was not provided upfront, and therefore cannot be enforced retroactively.
It was only mentioned after I had already moved and cancelled the service.
This information was not provided upfront, and therefore cannot be enforced retroactively.
4. Vumatel confirmed the line was disconnected in September
This proves the service was not available to me.
You cannot charge a customer for a service that is already terminated on the network level.
You cannot charge a customer for a service that is already terminated on the network level.
5. A Vox employee approved my immediate cancellation
This was agreed upon due to the tenant taking over and me no longer occupying the property.
Your staff confirmed it — now you are acting as though this never happened.
Your staff confirmed it — now you are acting as though this never happened.
6. You still have not conducted a proper investigation
Your HelloPeter reply is a generic policy paste.
No one has contacted me.
No one asked for evidence.
No one reviewed the actual timeline.
No one has contacted me.
No one asked for evidence.
No one reviewed the actual timeline.
7. I was a loyal customer for over 3 years
I always paid on time.
Now you are billing me for something I didn’t use, couldn’t use, and had no access to.
Now you are billing me for something I didn’t use, couldn’t use, and had no access to.
aS
adrian S's update27 Nov 2025, 15:36
Reviewer Update
Vox, your reply still ignores the actual facts of this situation.
You keep repeating the one-month notice clause, but you refuse to acknowledge the reality of what happened.
1. I moved out on 31 August and had NO ACCESS from 1 September
The service was not physically accessible to me at all.
I no longer lived at the property, and the new tenant took over the space.
I no longer lived at the property, and the new tenant took over the space.
So how am I being billed for a “notice month” on a line I could not access from day one of September?
2. You only processed the cancellation on 8 September
Yes, the cancellation was only finalised on 8 September —
but I had already moved out on 31 August and informed Vox of the cancellation before that.
but I had already moved out on 31 August and informed Vox of the cancellation before that.
Your delay in processing does not mean I must pay for a service that was already unusable on my side.
3. I was NEVER informed of a 30-day notice period until after I cancelled
At no point before cancelling was I told about this clause.
It was only mentioned after I had already moved and cancelled the service.
This information was not provided upfront, and therefore cannot be enforced retroactively.
It was only mentioned after I had already moved and cancelled the service.
This information was not provided upfront, and therefore cannot be enforced retroactively.
4. Vumatel confirmed the line was disconnected in September
This proves the service was not available to me.
You cannot charge a customer for a service that is already terminated on the network level.
You cannot charge a customer for a service that is already terminated on the network level.
5. A Vox employee approved my immediate cancellation
This was agreed upon due to the tenant taking over and me no longer occupying the property.
Your staff confirmed it — now you are acting as though this never happened.
Your staff confirmed it — now you are acting as though this never happened.
6. You still have not conducted a proper investigation
Your HelloPeter reply is a generic policy paste.
No one has contacted me.
No one asked for evidence.
No one reviewed the actual timeline.
No one has contacted me.
No one asked for evidence.
No one reviewed the actual timeline.
7. I was a loyal customer for over 3 years
I always paid on time.
Now you are billing me for something I didn’t use, couldn’t use, and had no access to.
Now you are billing me for something I didn’t use, couldn’t use, and had no access to.
aS
adrian S's updateReviewer Update
27 Nov 2025, 15:38and i want this kept open to the public i will also make sure that even your replies remain open to the public to see what nasty people you are, basically trying to ***** from people thats actually what you are doing. putting guns against peoples heads and forcing them out of money for something they do not have absolute disgrace for a company but i guess thats why your loosing your base faster than you get new customers cause everyone is seeing how bad you are at customer service
aS
adrian S's update27 Nov 2025, 15:38
Reviewer Update
and i want this kept open to the public i will also make sure that even your replies remain open to the public to see what nasty people you are, basically trying to ***** from people thats actually what you are doing. putting guns against peoples heads and forcing them out of money for something they do not have absolute disgrace for a company but i guess thats why your loosing your base faster than you get new customers cause everyone is seeing how bad you are at customer service
Vox Telecom's replyOfficial
02 Dec 2025, 10:21Good day , Adrian
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the debtors team has made contact and explained the terms and conditions policy.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the debtors team has made contact and explained the terms and conditions policy.
Even though the line was released early, the 30-day notice period still applies.
Kind Regards
Vox
Vox Telecom's reply02 Dec 2025, 10:21
Official
Good day , Adrian
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the debtors team has made contact and explained the terms and conditions policy.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the debtors team has made contact and explained the terms and conditions policy.
Even though the line was released early, the 30-day notice period still applies.
Kind Regards
Vox
aS
adrian S's updateReviewer Update
02 Dec 2025, 11:25No, your explanation does not apply.
I have written confirmation from both Vumatel and Vox that the line was terminated before the 30-day notice period had even passed. This means you are attempting to charge me for a service that:
- I had no access to,
- Was not in use, and
- Was already cancelled on your side.
You have already admitted in writing that the line was released and cancelled in early September. If the service was terminated, then you cannot legally bill me for it. In terms of the Consumer Protection Act, a supplier cannot charge for a service that was not delivered, not accessible, or not provided. Billing for a cancelled and inaccessible service is ********. Unless your next response confirms that the September charges are fully reversed, and that no balance is owing, I will proceed to open a case with SAPS for attempted ******** billing, as well as escalate this matter to ICASA and the Consumer Goods & Services Ombud. I am done entertaining this issue. I expect this to be resolved immediately.
aS
adrian S's update02 Dec 2025, 11:25
Reviewer Update
No, your explanation does not apply.
I have written confirmation from both Vumatel and Vox that the line was terminated before the 30-day notice period had even passed. This means you are attempting to charge me for a service that:
- I had no access to,
- Was not in use, and
- Was already cancelled on your side.
You have already admitted in writing that the line was released and cancelled in early September. If the service was terminated, then you cannot legally bill me for it. In terms of the Consumer Protection Act, a supplier cannot charge for a service that was not delivered, not accessible, or not provided. Billing for a cancelled and inaccessible service is ********. Unless your next response confirms that the September charges are fully reversed, and that no balance is owing, I will proceed to open a case with SAPS for attempted ******** billing, as well as escalate this matter to ICASA and the Consumer Goods & Services Ombud. I am done entertaining this issue. I expect this to be resolved immediately.
aS
adrian S's updateReviewer Update
02 Dec 2025, 11:34Also you want to bill for September 2025, you cannot even provide a usage report for September. and you still are trying to ***** from me you are an absolute joke! and i told you i will keep everything public so everyone else knows how you treat customers after years of loyal support
aS
adrian S's update02 Dec 2025, 11:34
Reviewer Update
Also you want to bill for September 2025, you cannot even provide a usage report for September. and you still are trying to ***** from me you are an absolute joke! and i told you i will keep everything public so everyone else knows how you treat customers after years of loyal support
Vox Telecom's replyOfficial
04 Dec 2025, 12:50Good day, Adrian
Kindly note that we have received confirmation from your Account Manager that the billing dispute on your account has been resolved.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Kindly note that we have received confirmation from your Account Manager that the billing dispute on your account has been resolved.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Vox Telecom's reply04 Dec 2025, 12:50
Official
Good day, Adrian
Kindly note that we have received confirmation from your Account Manager that the billing dispute on your account has been resolved.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Kindly note that we have received confirmation from your Account Manager that the billing dispute on your account has been resolved.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox