Vox Telecom - Invoicing for services not provided.

Hi Moved to new house on 2nd March.

Cancelled my fibre at the old house and app**** for the fibre at the new house as part of routine (as been with Vox for many years).

My Fibre went live on the 11th March to be disconnected on the 24th/25th March by VOX/Vumatel.

After a number of calls sounds like there was a communication issue between Vox and Vumatel and my line/detail were mixed with that of another client of Vox in the same suburb. Forget about the POPI Act implication that has as i now have some info of the other client and we weren't notified by VOX of their internal error.

That is where the issue starts to snowball. Only way Vox could rectify was to re-apply for a new line which they did early April.

Despite numerous attempts issue was not resolved in April and at the end of April I received an invoice which includes the amount of R1249 for my fibre connection.

I again complained and was told not to worry as they would not suspend me until they had completed their investigation.

Come 17th May and Vumatel arrives at house at 9am to activate line. At 16:00 till nothing so i called Vox. Did a few tests as fibre link light comes up, but connection and was told they would escalate to relevant team to address who would call me back to update. STILL WAITING.

Yesterday phoned VOX again and asked what are my options, as at this point happy to cancel fibre link and go else where as no one is getting back to me.

Was told I would have to pay for the early cancellation charges - early cancellation charges for I line that has not been installed - how does that work?

Again was told they would escalate and someone would contact me. STILL WAITING.

Come 8:15pm yesterday I get a Suspension Notice from Vox for non payment. Account is over 60% directly linked to the Fibre line in question that has not been installed. A further 30% indirectly as have had to use LTE sparingly so i can continue to have some internet.

Again phone and spoke to accounts department who reassured me they would escalate to relevant person.

At end of day wonder if Vox has new management or something as service has just gone out of the window. Only people still providing decent service there is their support team.

Battle to get through to someone at best of times and when you do, you leave messages or select option 1 for them to call you back and nothing. Best was after pressing 1 for Vox to call me back, got a sms message a few hours later asking if issue is resolved and if not to call them again (how is that Vox calling the client?).

Have spent a few hundred rand on phone calls to Vox since issue started at end March.

HELP PLEASE.

Regards,