MultiChoice Africa / DSTV
reviews and complaints

I'm a premium multichoice subscriber and have always been all the years with DSTV.
I applied for a pricelock package and without reason or informing me their system downgrades me to compact from premium and the incompetent person that called me loaded an additional decoder payment plan.
After they delivered two decoders I realised something was wrong, I have tried for more than a week now, used over 300 minutes airtime, driven through to Randburg from Alberton and still have had no success revolving the issue.
All I get told is that its been escalated.
You as a customer may not contact the pricelock department directly and they just take their good old time.
I have thus cancelled my application as I did not get what I requested
I have spoken to the accounts department and explained that I can not afford a double debit order going through but they still don't come back to me to conclude the cancellation request.
I'm not sure who I can go to from here in order to get this matter sorted out as this department is totally unreachable.
The line managers and supervisors have not been able to resolve it either.

Good day I keep getting disconected after paying my subscrotion. I log a complain nobody get back to me get connected 24hr later same thing.Spending loads of money on airtime friday 7calls and R290 later still nothing. Sat same drill been doing this each night get connected next evening dis conected gain. Paid nearly R11 000 since May jst to hear im in areas.Call centre dnt give a dam. I fully understand why pple leave dstv. Dnt they know how to treat a customer.
Ag Burrows

I submitted an application for a Dstv price lock on the 23 October . After sending my document's twice! Im still waiting . I spoke to so called "Manager's " and "Supervisors " an NONE OF THEM assists ME ! I RESUBMITTED an application on the 8th November and was given a Case number for the second time and STILL NOTHING IS HAPPENINGS! It has been 17 day's now and I'm still wainting ...

nce

On 26 October I paid my account with their system called pay u successfully then I continued to get smses saying I hadn't paid eventually they suspended my service and I logged a query with an agent who demanded the pop wich I provided I still didn't get assistance I then ended up speaking to a manager called thabiso molefe who reinstated my services and later confirmed via email my query got sorted out I also got a sms confirming I paid Then again this past Saturday my services were suspended again I sent thabiso an email to call which never happened I then called the call centre with my damn mone and asked for a manager the agent put me in hold for 3 minutes only to tell me the Manger is awol I explained what happened and she reinstated my services I told her I stil wanna speak to thabiso she must tell him to call me that never happened of course I'm still waiting for that call This morning once again I switch on my TV and my services are suspended due to non payment I'm so disgusted by how everyone down the line does not do their jobs properly and as a client being promised lies and having to take time and money to resolve this **** they put me thru I don't understand how they can design a pay system like this I mEan even the manager is so incompetent no wonder such things are happening At this point I have such a bad taste in my mouth of these people that I want my money back and wanna cancel

My dual view has not been working for two months and I am expected to be paying for it for a product I don't have access to. I paid full amount for the month of October not having dual view and on top of that not all the channels are showing up to now. DSTV cause they don't care about they customers wants me to pay another full amount for November while I don't have access to dual view and all the channels are not showing. So I only paid R600 because DSTV is running a monopoly in the country they decided to cut my channels completely. I'm paying insurance for a faulty decoder which DSTV don't want to replace so why am I paying insurance for. DSTV staff don't have and understand customer service the day DSTV will get competition and start losing customers that is when they will treat they customers fairly.

In February 2017 I switched to the Price Lock plan consenting to my account be debited via debit order for payment. In June 2017 I got a letyer stating that my account was in arrears with about R4800. This was all due to the debit order never deducted from my account. A payment arrangement has been set up and it was agreed that R1664 be paid for the first month (June 2017) manually, whereafter it will be debited from my account. Different amounts have been deducted month after month and eventually November 2017 I got the rude awakening of R3365 being debited. After I spoke to the consultant she insisted I was in the wrong. Correspondence has been unhelpful when trying to resolve the issue, blatantly discarding the agreement terms of the debit order agreed upon stating I have to do manual payments.If the correct amounts have been deducted in the first place, I would not have been in this situation of owing money and now it has happened for the second time in the same department, causing me to be indebted for a longer period whete this month would have been the last down payment. I have been inconvenienced and embarrassed enough now, being put under the impression that I am the one in the wrong, when all along this issue is due to incompetency of the people working with the accounts.

Good day

I phoned Multichoice on 13/10/2017, because I discovered that there was some amounts not allocated to our Multichoice account.
The consultant, Gugu, and I telehonically compared all the payments that was done by me and she picked up that there definately was an amount for which I was not credited.
I did send her a bank statement with all the payments. On 20/10/2017 I phoned again and was told that my proof of payments was given to the financial department, but nothing was done by them as yet.
I paid an amount of R500 on 20/10/2017 as I knew there was still an amount for which I needed to be credited for once they resolved the problem, which WAS NOT MY FAULT.
This morning, 08/11/2017, my DSTV was disconnected.
When I phoned Multichoice AGAIN, the agent told me that I made a shortpayment and she cannot see anywhere that Multichoice needs to credit me with that amount and that I was told I need to pay an amount of R1000 + when I phoned on 20/10/2017.
I am absolutely furious. Nobody up till today can explain to me why some amounts were not allocated to my account and why it wasn't rectified by Multichoice.

On the 31st of October I called and requested a package change. As well as payment date change. I was provided with a total due amount which i paid the same day. Only a few days later to receive a notice for an outstanding amount. I Called on the 04 Nov as was then informed this is a pro rata total. If i was given this amount and explanation before hand I would have opted to change the package the following month. I requested for the pro-rata amount to be cancelled or for my package to be restored to the original and i would pay the difference. No one came back to me. Today 08 Nov 2017 i get an sms to say the dstv is suspended. Upon calling the service I am told that I requested for my Insurance to be cancelled as well Which i did not. DSTV now requires I pay in 405.73 to have package re-instated and also transfers me to the insurance company to follow up on why the insurance has been cancelled. NO responsibility taken on DSTV for any of the lack and miscommmunication. Couldnt care less didnt make any effort to meet me halfway or make me happy as a customer. Names of persons spoken with nonhlanhla - Insurannce consultant. Supervisor DSTV Lebo. Consultants spoken with DSTV Mwela + Philani + Portia

Good day

I have been a dstv premium customer for the last 12 years. My debit order returned in September, I paid an amount manually, that I was advised by your consultant.

Then my debit order returned again in October because dstv debited the incorrect amount.

I have more than a few conversations with a few consultants all giving different details as to why i must pay so.much. I disagree with the amount due. I have been paying R769 forever and now all of a sudden, a higher amount with no notification or communication.

We are new customers to multichoice and are so disappointed.We applied for price lock with free installation and dish.Everything was accepted and we called for dstv installer to come and install it after decoders was delivered.Now the installer phones me and says that we are not on price lock.he wants us to pay or want his equipment back.We are phoning multichoice everyday and we say listen to recordings.And they promise to fix our account.So tired and frustrated.

I have published my review on the Hellopeter website on the 26th October, about terrible and disgusting service from consultants at Dstv since February this year.. I have added all names and references numbers pertaining to the matter... I received a response from Girly saying she apologizes and my account has been adjusted ... but to my disappointment I was suspended on the 5 November saying there is still an outstanding payment of R261. I am fed up and frustrated by a pay service network that had consultants that speak lies upon lies... plus to be devoured of all my airtime as every time u call u got to retell ur story as no one sees any note on the account... my frustration has led to a maximum and I want answers as you cannot be waiting for an answer since 2nd February with a consultant Gabisile with reference [protected]-I01. I'm fed up of talking to Joan the supervisor as well as the customer service survey person Partia... promises totall lies as well as the following consultants, Zane, Thabiso, Veronic, Siyabonga. I'm being told I will be emailed back... I eagerly await response as there has been none...
here are what I published on hello peter 26/10/2017
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Unresolved query since February 2017

A review of DStv (MultiChoice) by Tammy Reddigadu on 26 Oct 2017
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Unresolved query since February 2017

My name is Mrs Reddigadu. We have an account at Dstv with account number ********** 8 for the past 13 years and this is by the far the most terrible service... last year in December dstv had a promo for December and January for a discounted premium package which we gladly accepted via SMS. We were called by an agent who loaded everything on the system. On the 27 November we paid our amount in for December of 589 and then I called dstv for amount to be paid for January viewing on the 17 December as I received an SMS for a lesser amount than expected and the consultant confirmed we had to pay 550 or so as we paid extra... our services had been on since... on the 2 Feb I received an SMS saying we short paid by R161.. and I then called in and spoke to Gabisile who went thru the account and picked up that the consultant didn't load my discount and she said they will rectify and I was given a reference number ********** 8-01... ever since then every month I got the same SMS ... I (have proof on my phone )... and I called in every time and I was told it's fine I won't be suspended ... by all consultants...(calls are recorded ), so please check... and after 9 months on October I get suspended, I called in and spoke to Thabiso and I spoke to Zane who verified and said they wil get supervisor to investigate and I will be contacted via email... I have one email from Thabiso that said I needed to send proof of payment for October which was not reflecting... ... a day later I was suspended again., .. frustrated to the limit I asked to speak to a supervisor who was Joan... she took on query called me next day to say it will take a few days and she will call me back... to no avail nothing until 2 weeks later😡😡😡(reference number ********** 8-I156(11/10/2017))... I was then called by Partia from customer survey as I rated my experience as terrible and she assured me on the 13/10 all will be sorted and she confirmed my email to say she will send an email... which I still await almost 2 weeks later... I never knew it takes dstv 9 months to resolve a query and further more as customer ivwas do badly inconvenienced as all my free min was used calling them... so because 2 weeks has passed I assumed all has been sorted but to my disappointment this morning my services suspended again.. with a msg saying that I have an amount of R261 due by the 31/10...😖😤... I spoke to Sakhumuzi who calmed me down and said he will get a supervisor to look into... how much more people do I have to speak to for this to be resolved and dstv clearly does not value their customers and consultants are surely incompetent in their roles as they need more training and they lie to customers... I need some answers... we pay for a service for in advance and it's so pathetic but we forced to stay on as dstv is the only good satellite service in Sa... but I think twice now... regards Mr and Mrs Reddigadu Identity number ********** 094 ********** 700541
Official business reply

Good day Tammy

It is with regret that we learn of your unpleasant experience in dealing with MultiChoice agent and the level of service you experienced in this regard.

We will be investigating your concerns in regards to the poor service received from our consultants, on completion our internal process will be implemented.

I have adjusted / credited the account accordingly. I confirm that your account is up to date.

Once again please accept our sincerest apologies for any inconvenience you may have experienced in this regard.

Feel free to contact us should you require any further assistance.

Warm regards

Girly
5/11/2017
Lies spoken by Girly After receiving a reply and saying it's solved I am suspended by my account once more 😡😡😤😤

On the 26 th October my review was published on Hello Peter, I received a response saying all was sorted out. (Mail response below) "Official business reply Good day Tammy Good day It is with regret that we learn of your unpleasant experience in dealing with MultiChoice agent and the level of service you experienced in this regard. We will be investigating your concerns in regards to the poor service received from our consultants, on completion our internal process will be implemented. I have adjusted / credited the account accordingly. I confirm that your account is up to date. Once again please accept our sincerest apologies for any inconvenience you may have experienced in this regard. Feel free to contact us should you require any further assistance. Warm regards Girly" To my dossapointmemt I was suspended on the 31st November... I called in and an assistant put me back on and said yeah she will send an email to Girly . I then confirmed my payment with her for the month of November which she sgreed was 450. And I paid on the 2 nd November... and I am suspended again?😡😡😡😡what nonsense and lies ... dstv has given me painless agony and taken my money, time and cell phone airtime ... where's service?

So please tell me what do I do now?
Account number [protected]
Identity number [protected]

Dstv has caused me lotsa of money with regards to airtime as I have a printed item used bill showing how many times I have called as well as no one compensates for that except sorry...
all my calls are actually equal to more than a months subscription as well as time and frustration and all you get is Sorry mam...

Background

Thursday, 2 November. Decoder going into a loop of continuous "boot and load" indicating the availability of new software and the upgrading thereof. Make the choice of "Upgrading now". Now difference - continuous "boot and load"
Call to the Call Centre. Went through the instructions. Disconnect the decoder from the power supply, remove the cable from the dish from the decoder and remove the card from the decoder. Replace cable, card and switch on the power supply. Problem persists. Comment: No response / contact from / with the decoder. Recommended to take the Explora decoder as well as the secondary decoder for double viewing to a service centre for a check-up.

Friday, 3 November. Both decoders were tested by Aerial and Satellite Excellence in Lynnwood Road and confirmation was given that there is no problem with either of the two decoders and that the new software is in place. After the decoders were plugged in the problem still continued.
Call to the Call Centre. Went through same process (switch and remove followed by switch on and replace) again without any success. Suggestions that there might be a problem regarding the installation.

Saturday, 4 November. An accredited Multichoice installer (Megavolt TV & Video) check the installation ( replacing the LNB ) and the system operating perfectly. Please note. The existing LNB was still operating (although not 100%) it was recommended to install a new one in order to ensure that no problems exists as far as the installation is concern.)

Sunday, 5 November. Back to the continuous loop "boot and load". Call to the Call Centre. After explaining to the consultant the recommendation was to take the decoder to Centurion which is approximately 25 km away from where I stay. Aerial and Satellite Excellence is approximately 8 km from my home.

It will be appreciated if you could specify to me as soon as possible what you can / will do to solve the problem.

Regards
P D F Kok

I am struggeling for more then a week to connect 5 decoders. Paid in full. Loosing money every day becausse my clients wont book into a b&b without dstv. I spoke to more then 10 diffetent agents on your call centre end receives a different excuse. I have instructed the owner of the bussiness on your poor service and he is strongly considering changing All his business from dstv to an isp provider. I spend more then R700 on calls to your incompetant staff with no rusults up until now. Nothing case number 9369784 client number 3586175

Hi I am not a happy client ypu switched my dstv off again and i did make a payment of R1000, 00 on the 31st of October my refrence number is [protected] I am Rolanda Bain and i will not pay another fee to switched it on, I am really not satisfied dstv!

Can someone give me a call regarding this i have the proof of payment but dont know where to send it. If you can help me it would be great other wise i will cancel it.

Ever since I got my Explorer in June it's been one problem after the next
My bank account was debited on the 30th when I specifically told them the 1st so it went into arrears u know lyrics coz I still got the payment notifications from my bank. Needless to say my services got terminated and I had to pay almost R1600 to fix their fault which I did in cash yet they still debited my account with almost another R1600 and I had to go back to them and demand my money back. For the month of November I once again had to pay R1100 because of their terrible service. I went back to the customer service centre where I had to wait for more than an hour so they can sort out their mess. This is the poorest service I have ever encountered. How I have to pay double when I am on price lock I don't even understand. On top of it all the agent, Clayton Hendricks had the worst attitude. He acted as if he did me a favour by sorting out their mess.

I applied for the price lock package on the 25/12017 and was told that the system is slow and the consultant we either call me or send me n sms, of which I waited and didn't get any response back. I called on the 26/10/2017 to inquire and the consultant told me that they have a back log and I should give them 24 to 48 hrs, still no response.

Today I called the call center again and the consultant told me that my application was declined due to my credit record. Now the last I checked Experian was on the 24/10/2017 and I so that my record was clean.

I would like to know why my application was declined.

I would really appreciate it if someone can contact me.

I have just spent over two hours on two calls to your DSTV Explorer internet connection departments to try and get my Explorer reconnected to the internet after a house move.

On both calls I found the young ladies to have a really bad attitude, grumpy, unfriendly and less than willing to assist.

The first one said that she couldn't help me and after keeping me on hold for over 15 minutes said she'd have to escalate it to a technical adviser and I could expect an hour call back.

So after waiting for an hour I called back to get an equally unfriendly and unhelpful person - who after keeping me holding for over 20 minutes had the same refrain - she'd have to escalate. When I asked her why she was not able to assist me if she's in the Explorer connectivity department and after keeping me on hold for 20 minutes, she put the phone down on me.

Shame on you DSTV for employing such unmotivated, unfriendly and uninformed staff that are not able to do the job they're employed to do.

Dear Sirs
I was telephoned from an unknown number on 1 Nov 2017. It is 041 dialling code so i recognised it was a call from PE. The person advised me that my contract is expiring and i must renew. I was suspicious of the call as i did not receive an email reminder nor an sms from dstv advising me that an agent will call me. Immediately after infomring the person that i was not interested as I was suspicious of the call i put the phone down. Immediately therafter i received another telephone call from an area code 031 which i recognised as Durban. It was the same person. How that is possible i have no idea. Obviously this raised my suspicion further. I informed this person that i will call dstv myself and i did not require any assistance from her. I put the phone down. Within minutes therefater my subscription was suspended. I called dstv customer service and was extremely upset by the sequence of events. I spoke to a team leader who is extremely poor in her level of customer care. She said she could not help me and only the person who called me earlier can assist. That is ridiculous. I cant call in and renew my subscrition? I must wait for this person to call me and she has many calls to make before she gets to me. I requested a manager to call me and was told that i must wait 24 to 48 hours for that. I am amazed at the level of service. I was also told by the team leader that it is not a problem at all if i did not renew my contract. How flippant and arrogant can a person be? She has a job because of customers like me. I never breached my contract and feel extremely aggrieved at the current position. Apparently my contract expired on 12 October 2017. Why was i not informed earlier or timeously. I feel as though i am now being punished by your staff. I still have not received any feedback nor any call from a Manager. I demand disciplinary action be taken against the team leader and whoever unilaterally disconnected my service. I also want to know why i cannot call into dstv and renew my contract. I would like to know how many people have been disconnected by this incompetent person calling from different area codes. All i wanted to do was protect my information which i am legally entitled to do. Because i did that i am being punished. I demand a call from the CEO as I would like him to know what is going on at dstv under his leadership. This is atrocious and I am in all likelihood being treated in this manner because you have a monopoly in the market. ...but not for long.
V Ramdas

Multichoice does it again.Pay a year in advance and get handed over!
We pay mother in law's, Mrs JM Vosloo, Premium subscription annually to take advantage of the discount, customer number ********** 3, R 8679.00 was paid in full on 1st June 2017. Today your debt collection bureau phones to say that R 1007.83 is overdue. After discussion this turns out to be for the access fee (HD 2 PVR, not Explora) which was never indicated in the past and was not reflected on the statement - the October 8 2017 Statement shows R1007.83 as not yet due! Why hand over to a bureau in the first place without notifying us about the overdue? Why don't you inform us about the access fee? Why do we bother to pay a year in advance? And how dare you hand over a loyal, paid up customer.?If DSTV wasn't my 83 year old mother in law's only means of entertainment you would have lost another customer a long time ago. A public apology is in order - even if you are an uncaring monopoly trying to make up for eroding market share.

I had an online live interaction with DSTV agent (Neelan) of which I feel was not doing his/her job as customer services agent in effectively dealing and resolving customer queries as he abruptly cut me off during the engagement which begs me to question what is his/her job really.
Secondly the DSTV have has poor account management in which they don't really understand themselves. I was wrongly billed for services I don't received and subsequently my services were suspended. The issue here is that once the money is in DSTV coffers you have to jump hoops to get it back whereas it none of your fault in first place. I have an issue of having tried to rent a movie on BoxOffice and it never came through. I raised the issue with Neelan and being a DSTV employee he being technical and blaming everything else besides his/her company. Ultimately he/she said that I should call the call centre of which everybody know the hassle of having to wait to be attended whilst the call is on your account. My take here is that I have a legitimate complaint and if DSTV takes me seriously I deserve a courtesy call from them in order to at least hear my side of the story.