Vox Telecom Accounts Department

Hi there

I have been with Vox Telecom for a few years now and have always been a big advocate for Vox because there sales department have always been good there internet is almost never down and if you does go down the technical department are there to assist and make sure you back up and running asap.

That said however I am extremely dissapointed on how there billing/account department are managed absolutely horrible to think that the worse department in the company is also one of the most important departmens.

In early or middle 2016 I had a 10mb ADSL internet line with them and wanted to upgrade the line because it just was not fast enough for my use which was streaming good quality videos. I then decided to upgrade my account and that's when I made contact with the accounts department for the first time what an absolutely big big mess.. I spoke to so many people until I gave up and cancelled my account, after countless phone calls and double debits. There was however one manager that assisted me and was so so serious about correcting there error and paid my last bill for me i forgot this kind ladies name very professional and understanding... Upon her paying this last bill for me proofed to me I do matter to the company, i then decided to stay with Vox because like I mentioned I can't fault this service asside from the billing department hurting my credit record in the process with double debits...

Well anyway fast forward 18 months or so Fibre internet is finally live in my area Bellville. I got my installation done great installation and service by the third party company and I go live and I took a 20mb 200gb capped option around R935pm..

Well the speed was wonderful and I was very happy with everything but because of the increase in speed with the new package the current 20mb 200gb capped line my data was not lasting so I spoke to my consultant Michael Adams asked for a 20mb uncapped option, Remember up to this point i pay an extra R50 to R100 extra on my invoice every month. I have a debit order for the 1st of every month but Vox never has to debit my account because I pay early every month since my last problem which was a long time ago. I therefore always have credit on my account so when I see my invoice I just pay it knowing I still have money owed to me.. Well upon my upgrade like clockwork the shyte Hitt the fan again... my upgrade was not processed by Michael my ADSL was not cancelled a total mess , I then had to speak to the absolute horrible billing department oh my goodness the first person I spoke to Nonhlahla Huntley terrible service because i needed clarity on my invoice that now said due amount R2640 which left me completely confused... I had R239 credit owed to me that means my account is definitely up to date... So when my new package takes effect I should only be paying either a full month R949 or a pro rata there of... when I asked her she made me feel so so bad for paying early (25th) rather then waiting for the first of the month unbelievable... I asked her to explain how the R2640 was made up she explained to me, it made no sense I asked her try and explain it again and she simply said no I already explained it... it made me so mad I asked her to explain it to someone else to grasp but still.... I phoned using so much airtime top up after top up... well anyway my account was debited anyway with R2640 because I removed all money accept a R1000 for my actual first invoice amount R949... Well this horrible accounts department then did credit after credit on my account to correct the problem but still insisted I owe them unbelievable... I spoke to a gentleman called Frank he tried to assist me best he could but the correction had to be done by the account department... I spoke to the lady that has been doing all the multiple credits Jani Maritz she new the seriousness of the matter because I said multiple times if this is not sorted by month end I will cut my losses and pay whatever stupid invoice they need me to and move on, I have proof of this.. well she promised to look into this asap get back to me that day went for lunch and never did, I then knew then there was no point because Vox Telecom accounts simple does not care about service or accuracy of accounts... I was so sad to think I recommended Vox Telecom to so many of my clients every single week for years but I have simply lost faith in Vox Telecom because there accounts department is just not efficient enough to stay at the top because thats how much I loved Vox Telecom always believed they are the best at what they do JUST DON'T UPGRADE YOUR PACKAGE!!!!!!...

Well to conclude my sadness I have since cancelled my account and have ask many many people to have an accounts manager phone me back a very sweet lady from the cancellationshop department pointed out my query has been sent to 4 managers but I'm yet to get a call back... I wish Vox Telecom all the best and hope that none of the hundreds of people I recommended to Vox Telecom to does not go through the same ordeal .... my package is due to end 1st May then I'll move on to another company I don't really want to be with but hey I guess you have to do what you have too I guess...

To think all this could have been prevented with a simple call for someone to just say I'm sorry sir we made a mistake it's clear as day I have to statements to proof the credits... sad sad sad..

Thanks Johny ********** 489