Vox in the Dog Box

I have recently had to help my mother try to sort out her account since the death of my stepdad. They had registered an account and it was smooth sailing until his passing as you know people's accounts are frozen once they leave us.

There was no communication from Vox regarding the suspension of payment, we had another family member reach out to them to get information and make payment which we thought would help cover the costs for the first 3 months so that my mother didn't have to worry. They did a lump sum payment and she remained connected for the next few months. However, when we reached out to try to find out the monthly amount would be, we were sadly not in luck.

The next month we were cut off and told that there was an amount outstanding, a whole R73, which we paid once we received the banking details, we sent a follow-up mail on what the monthly amount would be so that this doesn't happen again. Again, no response just ticket numbers and automated replies.

Low and behold... she has been cut off again, we then reached out, again! The same thing, with no response apart from their automated replies. Their number rings and rings, and you wait for agents forever, and so out of pure desperation, as she lives alone and cannot afford not to be in contact with us. We paid R1000 to the same banking details we were sent last time and sent proof of payment to the email provided for receiving proof of payment. This worked instantly the last time I might add, as soon as they received it they reconnected her. But this time, no human response was given just another automated email. Its now day 2 without being reconnected after an instant payment which should have covered at least the rest of the months owed. We have both reached out to the support email as well as the help email and tried calling with nothing but automated replies and no action.

We are at our wits end. We desever better service and at least some human interaction to be reassured that something is being done.