Worst Experience Ever!

Signing up with Vox Home Fibre, everything went smoothly at first, with no major issues or hangups. Unfortunately this place is only after your money and nothing else. I now find myself in a situation where I wish to cancel my services with them, and conveniently there are now almost R6000 in penalty fees to be paid upon cancellation. When I signed up, I was told that this was a month to month contract with a 12 month claw back clause - which I completely understand. However, I've been with Vox for well over a year and a half now (well past the claw back period) When inquiring about this with Amy in account department, she first tells me its month to month with a 12 month claw back, but when I asked her again why there are penalty charges showing on my profile, she quickly changes her story to say Balwin properties have 24 month contracts with Vox?! I was never made aware of ANY 24 month contracts as I would have never signed up with them willingly if this was the case - it makes no sense. Even the technician doing my installation explained to me that the only condition there is, is the 12 month claw back clause. The whole reason why I chose them was because their subscription runs month to month. What's worse is, I asked other people living in the same property as me who's also using Vox fibre (same speed same package as mine) Their subscription is month to month - and they showed me on their invoices. How can there be two sets of conditions for the same package, with the same speeds in the same property?! Does that make any sense??

I want these ridiculous penalty fees to be removed at once! And I want it in writing! I have been trying to sort this matter out with Amy in accounts department, but she is useless with no sense of urgency to my matter. She does not answer my mails properly and she does not even seem completely sure of the information she is giving me half the time! I will never recommend Vox to anyone after this underhanded, unprofessional experience. Wake up guys!