Background:
I signed up for a Vox 50GB account @ R189 in january (2014-01-23)
Billing issue
I then get a bill with the following amount charged extra: 31/01/2014 ADSL Usage R1,147.67
I did not exceed my 50GB quota (in fact 41.30GB was carried over to February)!
After numerous calls and emails VOX has acknowledged the issue on their side but still not refunded me.
Usage issue
I have not received any email etc notifying me that my cap was reached or close to being reached.
So this weekend 2014-02-28 I go and check my usage on their portal under the "Manage ADSL" tab. It shows I have 41.30GB still available.
All good, but for interest I check on the "Fat pipe Usage statement" tab and it shows I have used 92.69GB of the available 91.30GB (50GB for february and 41.30GB carry over from january).
Naturally I have a heart attack and phone them. The support person assures me that I am fine and that I should go with the 41.30GB left. I even ask for a reference number. I am still not comfortable so I send an email asking for confirmation.
first reply:
We apologise for the conflicting info, the Fat pipe usage notifications for your account have been fixed and we managed to pull the accurate attached usage.
my reply:
Hi
But this is nonsense, now I will be billed for using extra data whilst being under the impression I was still within my cap.
second reply:
I empathise with you in this situation, the fat Pipe usage was not being pulled, we assure you that it has been now corrected and your notifications will be accurate.
So how can I get them to resolve their issues?
I signed up for a Vox 50GB account @ R189 in january (2014-01-23)
Billing issue
I then get a bill with the following amount charged extra: 31/01/2014 ADSL Usage R1,147.67
I did not exceed my 50GB quota (in fact 41.30GB was carried over to February)!
After numerous calls and emails VOX has acknowledged the issue on their side but still not refunded me.
Usage issue
I have not received any email etc notifying me that my cap was reached or close to being reached.
So this weekend 2014-02-28 I go and check my usage on their portal under the "Manage ADSL" tab. It shows I have 41.30GB still available.
All good, but for interest I check on the "Fat pipe Usage statement" tab and it shows I have used 92.69GB of the available 91.30GB (50GB for february and 41.30GB carry over from january).
Naturally I have a heart attack and phone them. The support person assures me that I am fine and that I should go with the 41.30GB left. I even ask for a reference number. I am still not comfortable so I send an email asking for confirmation.
first reply:
We apologise for the conflicting info, the Fat pipe usage notifications for your account have been fixed and we managed to pull the accurate attached usage.
my reply:
Hi
But this is nonsense, now I will be billed for using extra data whilst being under the impression I was still within my cap.
second reply:
I empathise with you in this situation, the fat Pipe usage was not being pulled, we assure you that it has been now corrected and your notifications will be accurate.
So how can I get them to resolve their issues?
