VOX DEDUCTED MONEY (BY DEBIT ORDER) WITHOUT ANY CONSENT

We have a subscription regarding the internet. We move from one address to another. Contacted Vox and the rooter/cables were installed at approximately 18/02/2021. We directly ask VOX not to go live only from 25 or 26/02/2021. We also ask the technician and he confirmed (before witnesses) that it is only the installation and will not go live.

We received the statement and see that VOX add an extra amount - we followed up and according to them, it was for the extra days' service for internet from 18/02/2021. We log a dispute and a VOX employee said that we have to pay EFT to avoid the extra deducted amount from the debit order. So we pay EFT. End March the debit order went through included the extra amount. I send emails numerous times to ask about the extra money deducted - no response. In last week a VOX employee phoned me and confirmed that the deduction was re the extra days' usage. I was unhappy as we stated all the time to activate the service on the 25/26 of Febr 2021. If they decide to activate before that is for their account. I moved in on the 26 of Febr. and not before as well. He informed me that he will go to his supervisor/manager and come back to me - - -time goes by and still no refund and no telephone call and/or email regarding this. VOX cannot make decisions on my behalf (while my instructions were directly to activate 25/26 of Febr 2021) and to activate the services without my written consent etc.

This is terrible service from VOX and definitely NOT professional.

Susan Human