DDO
Denise Do O'Filipe
1 reviews | Active since Nov 2020
16 Nov 2023, 12:43
Vox is disappointing.
I have been a loyal customer of Vox for 5 years. After lotaly, I was informed that they could not transfer a line from one house to another without cancelling the line and opening a new one. This would unnecessary costs and I would very billed for two places until contract come to an end on my rental. When I moved from Johannesburg to the Western Cape, they transferred my line but now I'm being told they cannot. Terrible service for a loyal paying customer. I am definitely moving provider and Vox has just lost a customer.
Helpful (0)
Replies (4)0
Replies (4)
Vox Telecom's replyOfficial
16 Nov 2023, 12:56Good day, Denise Do O'Filipe
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
Previous services was not billed a claw back fee because it was active from 25 Nov 2020 till 01 Jan 2023
New service activated from 05 Jan 2023.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will provide feedback to you soonest.
Kind Regards,
Vox
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
Previous services was not billed a claw back fee because it was active from 25 Nov 2020 till 01 Jan 2023
New service activated from 05 Jan 2023.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will provide feedback to you soonest.
Kind Regards,
Vox
Best regards,
Vox Telecom's reply16 Nov 2023, 12:56
Official
Good day, Denise Do O'Filipe
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
Previous services was not billed a claw back fee because it was active from 25 Nov 2020 till 01 Jan 2023
New service activated from 05 Jan 2023.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will provide feedback to you soonest.
Kind Regards,
Vox
Kindly note that we have sent the details of your complaint to the Customer Service team for assistance.
Previous services was not billed a claw back fee because it was active from 25 Nov 2020 till 01 Jan 2023
New service activated from 05 Jan 2023.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will provide feedback to you soonest.
Kind Regards,
Vox
Best regards,
DDO
Denise Do O'Filipe's updateReviewer Update
16 Nov 2023, 14:12Thank you for your feedback. I have just moved to Rain and am getting better speeds for no contracts and the same fee. My 12 months is one month shy. I was happy to stay with Vox for another 12 months but you were not willing to meet me half way by relocating my line. So, in recovering your fees, you have lost a customer and future payments that would have been paid to you. Rain service was incredible, fast and efficient. So, thank you for nudging me the right way. Best of luck to future disgruntled customers.
DDO
Denise Do O'Filipe's update16 Nov 2023, 14:12
Reviewer Update
Thank you for your feedback. I have just moved to Rain and am getting better speeds for no contracts and the same fee. My 12 months is one month shy. I was happy to stay with Vox for another 12 months but you were not willing to meet me half way by relocating my line. So, in recovering your fees, you have lost a customer and future payments that would have been paid to you. Rain service was incredible, fast and efficient. So, thank you for nudging me the right way. Best of luck to future disgruntled customers.
Vox Telecom's replyOfficial
17 Nov 2023, 08:15Good day, Denise
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Best regards,
Vox Telecom's reply17 Nov 2023, 08:15
Official
Good day, Denise
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Best regards,
DDO
Denise Do O'Filipe's updateReviewer Update
18 Dec 2023, 17:34No such assistance was made! Don't fool yourself and others. Matter closed. I'm not with Vox anymore and WILL never be with Vox again
DDO
Denise Do O'Filipe's update18 Dec 2023, 17:34
Reviewer Update
No such assistance was made! Don't fool yourself and others. Matter closed. I'm not with Vox anymore and WILL never be with Vox again