VOX Telecom-PATHETIC CUSTOMER SERVICE

The reason for this review is to express my utter disgust in the apathetic level of service that I have recently received from VOX.

On 30 July 2020, I spoke to a lady by the name of Genevieve, in the accounts department. She needed to capture my payment and reactivate my line.

When I got home, my fibre line was still suspended. I then thought that the issue was on our side, and went out and purchased a new router on my own and still the WiFi was not working.I called the call centre several times and eventually after escalating the matter to someone senior, it was established that Geneveive had made a note that i wanted to cancel the line, WHICH WAS INCORRECT and incurred further hassles in having my line re-connected. Eventually, arrangements were made for a technician to come to my home, and activate the line. I also upgraded my line speed from a 20meg line to a 50meg line and signed up for the VOBI unlimited calls over WiFi.

The technician that came out had an attitude. He firstly did not want to sanitise when entering our home,stating that he is allergic to sanitiser. All that the technician had to do was issue a sim card for the Vobi app and activate the WiFi. He instead, questioned why the Microtik router from VOX was not being used, and after explaining to him that we purchased our own new one because we had no idea that the line was cancelled. he still insisted that he wanted the old Microtik router. He then called the office and had a conversation saying that we had broken the Microtik router and that he needed to install a new Microtik router. Nonetheless,he activated the line on the router I had bought and left the new Microtik router and the old one behind. We asked him if we would be charged for the new router-which we DID NOT REQUEST nor NEED, and he said that he was given instruction to issue a new Microtik router. To date the new Microtik router has NOT been used and is still in the original packaging.

When i received my last statement, i noticed that i was being charged for the router. It is an amount of R1472.00.

We called VOX to speak to Geneveive, but each time her number is dialled, it rings once or twice and cuts off. She did not respond to any emails either.

I then called the customer service line, and spoke to someone else in accounts who explained that I can return both Micro-tik routers and once the routers are collected and received, Vox will credit my account with the following amounts:

- R1200.00 for the Old Microtik router - R1472.00 for the new Microtik router

She transferred me to the logistics department to arrange for someone to come out and collect the routers, but after holding for several minutes i was cut-off. I then called several times thereafter, trying to get hold of someone who can tell me when the routers will be collected, but each time I end up holding on for lengthy periods of time with no-one able to assist.

The last call made to VOX was on 6 September 2020, at 12h46. I was told that an email was sent to the logistics department and that they are the only ones that can assist me now. The collection request was sent to *Duvane*. He was supposed to contact me and arrange a collection.

To date I have not had anyone from VOX contact me regarding the collection.

1. The longer it takes for the collection, the longer i have to wait for a credit. 2. The level of professionalism and service that i have received over the past months from Geneveive has been absolutely **********. I *do not * want this unapologetic person in their accounts dealing with my account. She goes against every value that VOX promotes! Whats more interesting is that today she decides to send an email letter stating that the account will be suspended again, because i did not pay for the new router!!! (It amazes me how quick she is to send letters of suspension but how slow she is to respond to queries that need resolve from the customer) 3. I am flabbergasted at the apathetic attitude from their logistics department.

It is very evident that VOX staff do not care about the code of conduct that the company has in place. Every time that I have called VOX customer care line, I hear a voice recording stating how important its customers are, but this cannot be true, if the service is deteriorating to such a point that it leaves the customer disgusted!!

From the 31 August 2020 to date, i have made eleven phone calls to VOX, just to follow up on the collection and no one has responded. Yet i am receiving a letter threatening me of a suspension to my account for a new router that i did not request in the first place!!!

In total i have spent 57 min and 37 seconds on calls to VOX!