Worst customer service I have experienced

I requested a downgrade on my line and update my contact details on 15/09/2021. I was speaking to 7 different people who kept reconnecting me to each other and was of no help. I eventually got through to Philip who assisted. I subsequently paid for my 50/50 line, which was supposed to be downgraded to 20/10. When I enquired about this on Saturday 2/10/2021 I received an e-contract out of nowhere on Monday 4/10/2021 to accept the downgrade. Now I have already paid for R919 for a line I do not use. I enquired with 3 emails and no one had given me any response.

Then on Saturday 2/10/2021 I had the displeasure of dealing with Martin. The brand new Vox supp**** router did not work. I asked for assistance which I did not receive. Martin had no idea what he was talking about and expected my tenant to sort the problem out himself, my tenant who also does not have my security details. WHY must I or my tenant sort out a Vox problem?

I was then promised a technician will be sent out on Monday 4/10/2021. Although techs are available on weekends, Martin for some reason did not think this to be an option. My tenant subsequently worked from home on Monday 4/10/2021 only for no one to show up and assist. I phoned Vox at around 15:30 and two call centre personnel put the phone down in my ear. The third person I spoke to, I think was Ben, assured me the tech will go out on Monday. Again, this did not happen.

Eventually, I got through to Clay who was great at assisting me. He saw that there was no call out scheduled as I was promised and immediately went to work to get a technician out, this was at around 18:30 on Monday 4/10/2021. On Tuesday morning, 05/10/2021 Mpho phoned me, she schedules the technicians. She as well was of great help to assist me.

The technician went out at around 13:30 and was busy until 14:03. Now Vox is billing me for a Vox problem? The router is supp**** by Vox and did not work and was still brand new. Why after fighting for days on end with empty promises must I pay for this service?

I have multiple service tickets from Vox, but never receive any other responses until I got the ISPA ombuds involved. And even now they are full of excuses still.

Use any other service provider other than Vox. It will only help with your peace of mind!