Vox Telecom refuses to refund

I was very happy with Vox until recently when I needed to get in touch with them to sort out some changes to my two accounts.

We moved house and got a tenant for the old spot. After going through the entire process of changing the account we were battling to get this sorted only to find out the person assisting us had left Vox and not even a simple auto email response was received to give us an alternative contact person. All paperwork was lost and the two accounts remained in my name. The same had happened once before where a contact person left the company without transferring information to a colleague and it was becoming apparent that simple things were not being dealt with by Vox.

My tenant and I then decided to move to a new ISP and I cancelled mid July 2018. I was told cancellation takes one calendar month so we agreed to terminate 1 Sept. however on 1 Aug both our accounts had issues and after three days without internet and using cell phone data it was confirmed by the new ISP that Vox had terminated a month too soon and it would cost them R850 to re-connect. Having prepaid the month of August as per usual the easiest way forward was to cancel immediate (or not reactivate) and I would get the money back for both accounts amounting to R1400 for the month of August.

My new ISP Atomic got us up and running the same day and all was well. I contacted Vox to remind them of the refund required and am now told that I was the problem by cancelling before the month was over and no refund would be paid. I am absolutely baffled by this and am now putting my story out to social media so everyone is aware of the terrible service Vox Telecom provides. Surely phone records are kept so they can find the conversation where a refund was promised???

It’s been one week since they refused my refund and me responding to their mail so am hoping Hello Peter can assist in changing their terrible service.

Rene Bakker