Vox: Cancelled my services

I had been using VOX WiFi in my apartment for about 1 year and 5 months. Before moving out at the end of January, I notified VOX, settled all outstanding matters, and was informed that they would come to collect their router. I moved to a new apartment within the same estate and waited for their follow-up to arrange a time for the pickup. However, there was no communication from them until October when I received an email stating that someone would come to retrieve the router the following day. Unfortunately, I was out of town for work.

I rep**** to their email, asking why they hadn’t coordinated with me in advance to agree on a suitable time. My email went unanswered. Today, November 1, 2024, I was surprised to receive an invoice and statement notifying me of a R2000 charge that would be debited from my account.

My concerns are twofold: first, why did VOX wait over seven months before attempting to collect the router? This delay raises questions about whether they intentionally rely on people losing the router over time. Second, the lack of communication has been incredibly frustrating. Due to these issues, I now plan to personally return the router, as I no longer trust them to handle this pickup responsibly. This experience has left me questioning their service and reliability.