DE
Dee-Anne Erasmus
1 reviews | Active since Apr 2013
04 Nov 2022, 09:29
VOX PATHETIC ACCOUNT MANAGEMENT
So I've gone from a satisfied customer as the FTTH quality is great ...to a deeply regretful client : VOX***3 ....not only did they erroneously cancel my contract causing major interuption in service after I had processed immediately clearance but then took well over 30days to pass the credit for the cancellation costs NOW LAST NIGHT I had no ftth so when I called technical support who again informed me my line had been cancelled due to non payment AFTER I PAID ON SATURDAY THE 29TH ahead upfront for November and emailed my proof of payment to *** well before the 2nd of the month MY HUSBAND IS livid I want this escalated and there is no solid.channel if you phone Vox HO call centre clearly no one checks the email channel that proof of payments are asked to be sent to ...I've had a nightmare experience with delayed installation waited over 2months for installation will VOX blaming Openserve and Openserve blaming Vox and finally today when I asked how this would affect my credit score and whether I would be pro rata credited for the interuption in service day no concrete affirmations this would even be rectified today. I deman accountability I've had enough
Helpful (0)
Replies (5)0
Replies (5)
Vox Telecom's replyOfficial
04 Nov 2022, 10:01Good day, Dee-anne E
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply04 Nov 2022, 10:01
Official
Good day, Dee-anne E
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
DE
Dee-Anne Erasmus's updateReviewer Update
04 Nov 2022, 18:43What's the actual point your company was contacted at 2pm and technical confirmed account was 'unblocked' so they **** my husband just confirmed that the Fibre still isn't online and I've just spent 47minutes on hold 7th in the que to finally get a voicemail pathetic I want accountability it's a Friday I paid 7 days ago and mind you 4 days early and still no ftth ...I expect fixed response NOW otherwise I can go open a saps ***** case aswell
DE
Dee-Anne Erasmus's update04 Nov 2022, 18:43
Reviewer Update
What's the actual point your company was contacted at 2pm and technical confirmed account was 'unblocked' so they **** my husband just confirmed that the Fibre still isn't online and I've just spent 47minutes on hold 7th in the que to finally get a voicemail pathetic I want accountability it's a Friday I paid 7 days ago and mind you 4 days early and still no ftth ...I expect fixed response NOW otherwise I can go open a saps ***** case aswell
Vox Telecom's replyOfficial
04 Nov 2022, 19:07H, Dee-Anne. Thank you for your feedback. Do note that the complaint is still with the Account Manager to assist further. We will provide feedback to you as soon as possible.
Vox Telecom's reply04 Nov 2022, 19:07
Official
H, Dee-Anne. Thank you for your feedback. Do note that the complaint is still with the Account Manager to assist further. We will provide feedback to you as soon as possible.
DE
Dee-Anne Erasmus's updateReviewer Update
07 Nov 2022, 10:54I still have no internet and Tumi /Accounts gave me a lousy excuse via email about requiring 48hrs to re engage on non or late paid accounts which is hilarious considering I had paid on the 28/29th October for November... send me her bosses contact info and who I can contact to escalate this as it gone too far now...failing that Voxs Legal Dept contact address for my attorneys to send correspondence to would also be fine THIS IS 5DAYS OF NO SERVICE and on Saturday William in your technical dept told me I had been deleted off the Openserve POE ....lies more lies and extra lies from VOX re how you wld look into this.... and days later no responsible or ethical response to my issue. Clearly pro rata charging is fine on your end but holding Accounts Accountable for these issues isn't even a serious consideration I REQUIRE YOUR LEGAL TEAMS contact info please as now its time to force this issue ahead
DE
Dee-Anne Erasmus's update07 Nov 2022, 10:54
Reviewer Update
I still have no internet and Tumi /Accounts gave me a lousy excuse via email about requiring 48hrs to re engage on non or late paid accounts which is hilarious considering I had paid on the 28/29th October for November... send me her bosses contact info and who I can contact to escalate this as it gone too far now...failing that Voxs Legal Dept contact address for my attorneys to send correspondence to would also be fine THIS IS 5DAYS OF NO SERVICE and on Saturday William in your technical dept told me I had been deleted off the Openserve POE ....lies more lies and extra lies from VOX re how you wld look into this.... and days later no responsible or ethical response to my issue. Clearly pro rata charging is fine on your end but holding Accounts Accountable for these issues isn't even a serious consideration I REQUIRE YOUR LEGAL TEAMS contact info please as now its time to force this issue ahead
Vox Telecom's replyOfficial
11 Nov 2022, 15:29Good day, Dee-anne E
Thank you for your patience whilst this matter was being investigated.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Vox Telecom's reply11 Nov 2022, 15:29
Official
Good day, Dee-anne E
Thank you for your patience whilst this matter was being investigated.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
In the event of an outstanding account, Vox does notify the customer in advance of the default in payment, notice of intention to suspend the account and confirmation of suspension of said account should the account not have been settled.
If an account remains in default, Vox has no alternative but to cancel the agreement with the customer.
Notwithstanding the aforementioned, the billing, arrears and suspension process is included in the Subscriber agreement sent with the Quotation for the services.
We can confirm that the service had been re-instated and a credit has been allocated to the account for the cancellation charge.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox