I had an extremely frustrating experience with VOXI that required over **two hours** of persistent effort simply to have a refund escalation and formal complaint logged — despite the issue being straightforward.
My number had already ported out and the VOXI service was no longer in use, yet a further charge was taken. Prior to leaving, the service itself had also been poor, with consistently unreliable signal.
When I contacted support, I repeatedly requested that the matter be formally escalated and recorded as a complaint. Agents refused or deflected this request multiple times, instead insisting the issue was already resolved or could not be treated as a complaint. This is not acceptable.
Under **Ofcom General Condition C4**, telecom providers must allow customers (including former customers) to make a complaint at any stage and must not make complaint access conditional on accepting a resolution or abandoning another request. Customers must also be able to escalate dissatisfaction about handling itself — not just the underlying billing issue.
Despite this regulatory requirement, I was told the matter could not be logged as a complaint while a refund request was in progress, and I had to repeatedly challenge this position for nearly two hours before VOXI finally agreed to register the complaint and escalate the refund separately.
No customer should have to argue for this long simply to access a provider’s legally required complaints process. This created unnecessary stress, wasted time, and undermined confidence in VOXI’s complaint handling.
The case has now been passed to VOXI’s Specialist Care team and I am awaiting outcome, but the difficulty in getting the complaint formally recognised was itself unacceptable and contrary to expected telecom complaint standards.
I hope VOXI reviews its chat support training and complaint-handling compliance so future customers are not placed in the same position.
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