MultiChoice Africa / DSTV
reviews and complaints

Good morning

I am sending this email as I have actually reached the final stage of an irate customer.

Multichoice account number - [protected]

Last year towards the end of september some time my husband received a call from dstv advising about the special that they currently running at r699.00.
We accepted the offer, and our dstv was connected. At no given stage did the dstv agent (busisiwe) advise us that this special ends in november.

My husband contacted an agent on friday and she understood him and reconnected the dstv, the very next day (saturday) we noticed that our dstv was disconnected.

This is the part that makes me very, very upset as it has been happening the past two months. Listen very carefully to exactly how we feel as customers that are loyal and pay their account on time:

Firstly I am the person who pays the dstv account on my fnb app every month. I called dstv on saturday, 09 february 2019 around 07:00 and spoken to an agent by the name of bothshelo. I explained to her exactly how I feel. She then viewed our account and advised us that we are in arrears of an amount of zar382.00. I was very confused as I pay the installment amount that is sent to us via a message every month. She then advised me the reason for that amount is because the deal package we had taken in september 2018 ended in november 2018. I then advised her that no one told us that the deal ends in november, because lets be realistic why would we accept a deal that is only valid for two months? She then advised me that a sms was sent to us advising of this outstanding amount that we need paid. Then my question was to her was that if I had paid my installment and only receive that message after I had paid my account, it will be obvious that its a system generated message and I would ignore it as I paid my installment amount that was sms'd to me. She then advised to me that the sms states I quote "thank you for your payment that we have received, however there is an outstanding amount of zar382.00 that needs to be paid". I was then baffled and advised her that I will contact mu husband which I then did. Attached is a screenshot of the sms that we receive every month of an installment amount, and they other screenshot is of the outstanding balance amount which does not state what botshelo advised me. This now made me pissed off to the max! The sms states I quote "your dstv account is due please pay zar382.00". I requested for the call details and agent details of who my husband had spoken to on 24 september 2018. She advised that the agents name was busiswe and the call was around 14:15. The email addresses that this email has been sent to is given by bothselo as I asked her for the complaints department details.

I then contacted the dstv call centre again that day and spoke to a gentlemen by the name of sello around 07:18 am. And asked to speak to botshelo, he advised that the call centre is rather large therefore he is unable to transfer me to her. At that given moment I was already exhausted, irate and wasted enough airtime. He asked me to please explain to him the situation in order to assist. I explained the whole situation to him. I requested to to hear the recording with busisiwe, I also asked him to reconnect my dstv account as I have an infant that watches the kiddies channels hence why we agreed to take the special offer in september. He advised that he cannot re connect it. I then advised him that I am a customer service supervisor for 12 years. Customer service is suppose to be the ideal key in a company. A supervisor can make that authority and I asked him to tell his supervisor to do so. He then said that his supervisor will reconnect it after calls are pulled and investigated. I was promised by sello that I would receive a call by the end of the day, it is now monday and I still haven't received a call! Which is absolutely pathetic service for such a well known company, considering how irate I already am. They just seem to be running away and ignoring the problem instead of solving it!

The third screenshot is off the facebook messenger conversation with dstv on sunday 10 february 2019. My husband advised them the exact samething, and they said they would investigate. Why was I false promised that I would receive a call on saturday? Why are we still receiving sms's that reflect an installment of r788.00 every months? Why were we not advised that this promotion or deal ends in november? You are too quick to disconnect our dstv before investigating and that makes me even more disgusted at this pathetic service. What kind of customer service is this?

Now I want all 03 calls to be pulled out to hear as I want you to hear every conversation. The conversation I request is the first. I want to hear it and then I can go forward with getting attorneys involved.

1. Busiswe call that was on the 24 sep 2019 @14:115

2. Bothshelo conversation with myself that was on saturday 09 february 2019 around 07:00 am

3. Sello conversation with myself that was on 09 february 2019 around 07:18

I will then take this up further with my attorneys about, false information given to customers, false promises given to customers and bad service of just going a head and disconnecting my dstv without having the decency to investigate! I want to also be reimbursed of all the airtime that my husband and myself have wasted on dstv!

I have attached all all the screenshots.

This email will be forwarded to all social medial including dstv on facebook and hello peter so that other customers can also view this experience. I actually feel heart sore for elderly customers/ customers that have been encountering this similar situation and is unaware know what to do going forward. Just remember a poor customer service experience always creates a negative impact on your business no matter how established it is... Companies delivering poor customer service lose customer loyalty, return business, profits, reputation and employees in the end.

I expect to be contacted asap

I had my DSTV reinstalled after 2 years. This was on the 24th of January. I was told by a lovely consultant that I had until the 24th Feb to pay R475 rand which I took that there must have been a credit from my previous account therefore did not have to pay the full premium package for the month.

My online statement said I had 24 days to pay with date due being 27th Feb 2019. My service was suspended today 8 Feb 2019 for non payment.

I phoned the call centre to be told 1. the consultant was wrong and 2. The online account is wrong.
Also my last payment was in December? lol December 2 years ago. they could not even check a date properly never mind sort out my account.

Now I sit without service as they are too useless to know what they are doing and in no way can you get hold of a manager to sort this crap out.

How can both be wrong? That really cannot say much for DSTV staff knowing their jobs or is it just a lack of caring as come month end they still get salaries and who gives a flying f about the public paying their salaries.

So in a case like this who the hell helps you?

Good day,

Please could I have details for management at dstv. I am sick and tired of my services being suspended for an dstv agent that messed up my account. Every week they advise me that this will get escalated and a manager will call me to sort out this issue. Up until today no management has contact me and every time I call in management is conveniently on lunch or in a meeting!

They called me yesterday with regards to setting up my debit order again and I refused to do so until my account has been sorted out.

I am sick and tired of dstv and your pathetic service towards loyal PAYING customers!

I am not receiving my refund from you and you refuse to let me speak to a senior manager (managers are escalated through e-mail only - well so sorry to bother!)... I had lodged the refund with journal escalations, whom just did not return any calls (they cant as you are not allowed to speak to the o so holy department), or called for any follow up: inquiry reference number
1826511
It has now taken 2 weeks for r 5100-00 odd to be refunded (thanks for thinking money grows on my back - pun intended), you are sending me from pillar to post... You lack of service is astounding! I attached my wife's bank statement, id, my proof of payment that the monies you owe me was actually paid to you (by the way... It was dstv that told me I had overpaid the account), as I need the monies paid into her bank account (dstv, does not pay into customers credit cards, they not technologically advanced enough)... To nikki kekana on 5 february... To hear nothing back from her again, and on me following up, to be told the refund was again rejected... I need to follow up constantly with dstv to find out what is happening with my account - how is this customer service? My new reference number as of 13:15 today-7 february 2019 ref:[protected]/i255 may I be submerged in calmness and patience, this situation is beyond belief! Ps - copying and pasting on social media, as to warn other consumers of your total inability to service your customers (customer for over 15 years that is!)

I am a concern customer who have been experiencing unsatisfactorily service interms of channels that is: 111, 112, 110 movies that are playing are 20 years older and hence we are paying for the services every month and also fee are increasing every year I see no reason why do we have to pay so much hence we receiving old /outdated movies repetition of on other channels that is 174, 175, 171, 321 etc.

please review this as soon as possible because we cannot pay so much and only receiving unsatisfactorily service

thank you

Good day, I would like to lay a complaint against 3 of your consultants. My service has been suspended due to payment not received, yet payment was made on the 2nd of February 2019.

I spoke to 2 of your consultants on the 2nd of February, via live chat. First Consultant was Tumelo Lekhera, he confirmed that payment of R 202.30 was due to reconnect my service for February 2019. Payment was made and proof there off was emailed to him. My service was still not reconnected. I then spoke to another consultant via live chat Marchelle Dlamini, she confirmed that R 769.20 was due so I made the payment. My service was reconnected. She was helpful.

This morning it was suspended again. Spoke to Rhengu Manganyi via live chat, confirmed that payment was made, sent the proof of payment and I was informed that I have to wait 24 - 48 hours for payment to be allocated to my account. This is inconvenient for me. The consultant was not helpful at all.

Urgently tend to this matter and reconnect my service.

my LNB not working since december 2018, i have try to call a guy who install my dish, nowhere to be found, i contact dstv guys, they ask all details of company that install my dish, i gave them, they said they will come back to me, but didn't, i don't know if i will get help from u guys, when i follow up, they always say we will come back to me. i almost a two months now. no watching tv in my house, am paying every months for nothing .

My services are disconnected every week since the start of Dec 2018 I have to call in every week requesting reconnection of services when this first started they said I had not paid in nov i had to email bank statement as proof of payment now its a june 2018 payment thats not appearing had to email statements for that too still nothing is resolved 10 weeks later. Every week someone promises to fix the problem and get back to me but never does. This is the poorest service i have ever received. The staff is very incompetent and arrogant and of no help at all. I would never in my life recommend dstv/multichoice to anyone if it wasnt for my family i would have cancelled/terminated my services long ago. The amount of time and money i spend trying to solve this issue is pathetic for something that isnt even my fault i make sure my subscription is paid every month and this how they treat paying customers. Im annoyed and angry at this never ending situation. I pay so much money monthly for the most disgusting service

I was offered the price lock at r749.00 in November 2018. Since then I've been charged r899.00 per month, and after speaking to the consultant today the 30th of Jan 19, only be told that if I take the price lock offer, I will be charged r949.00 per month.
This is after 2 months of calling the call Centre on numerous occasions.

The service received to date has been appalling, can someone acknowledge what was offered and maintain multichoice honor and customer service.

I had a problem with xstraview had a e143 error so i called a installed.They came fix the cable, then i phoned and they couldn't clear the e16.I spoke at least to 4 diff persons of which 2 didn't know what they doing, even the installer got furious.My problem now its still not working and then i received a message to pay my account first before they clear the error. I have been to the doctor I'm sick in bed, besides that the 1st operator could have told me, mam first pay your ACC before we can clear the code.Pathetic service and this for a premium subscriber for how many years now.
Carmen

Good day, I experienced a bad service with Multichoice. Currently I don't have a service because of their careless mistakes when I called call center they failed to assist. All i want is for them to come and collect their decoder and I will use another service provider. After 12 months of non communication they decided to cut me. I need someone to call me asap regarding this matter @ [protected]

Goodday for the Last 3months I have to Phone each month for the wrong amount being deducted from my Account. I have the Explora Price locked but each month I have to Complain because the debit order is not fixed. You People do not pay me bak for the amount that you take that is to much each month. So actualy Price lock for me is rubbish because you anyway deducted wat you want from my account

My dstv keeps on being disconnnected every week, i called the call centre more than 10 times and i spend more that R200.00 on calls in order to sort out my matter, they always say they will check and come back to me and they never come back to me, the customer service in the call centre is terrible no body wants to help at all.i had two dstv with i paid for more than three years in november 2018 i cancel one and started to pay for one. Dstv now is cancelling my services saying i did not cancel the other one i must pay for it too

Hi!
I'm a DSTV customer who has recently been experiencing extremely poor service from Multichoice/DSTV. I've been subscribing to DSTV plus the Indian bouquet since 2015 and in November last year I started having trouble with my decoder.
I tried contacting the customer service center and as they were unable to help me, I took the decoder in.
They could not find any problems and suggested that I contact an installer.
When I did this, some agent suggested getting the price lock option with free installation as that would work out better in the long term. So I continued paying for my non-existent services while I waited for the delivery of the new decoder which was delayed. There was of course no delay whatsoever in the activation of the debit order because that actually involves payment that is beneficial to Multichoice. And obviously there was no communication from their side to the customer.
Eventually on the 5th of January, the installer came in and did the installation and activated the dstv services and added on the Indian bouquet.
On the 15th of January Multichoice debited R1048 which is the same amount (not the new contract pricing) as before and deactivated the Indian bouquet services. I work late and literally have gotten home at 00:00 or 01:00 until today and Finally managed to get a call in just before 23:00 today only to be told by the gentleman who answered (Sifiso) that it was unrealistic of me to be phoning at an inconvenient time for him because he needed to catch public transport and go home at 23:00.
I cannot actually explain how disgusted I am by this kind of service and attitude. Someone like that should definitely not be working in customer service.
I'd like an explanation as to why the new pricing has not been applied and why the Indian bouquet services were deactivated. I'd appreciate the communication via email because Multichoice obviously pays their call center employees to tell customers about public transport concerns and realistic expectations when I use my airtime to phone in at the only possible time I could manage.
Also I'd be grateful if someone could have a chat to Sifiso or find him a better suited role at Multichoice since I don't believe that there are many customers who phone in at 22:51 just for the fun of it. I certainly did not.

Was in arrears with my account and needed to pay R435 to reconnect. I have gone online to pay on the 29/12/2018 and I was informed to pay R323 to reconnect my services which I have done. Today I get a text saying my services have been suspended as I owe R435, which was not updated when I went to pay online. This does not make sense for me to pay R435 when R323 was paid. I will be taking this to the financial ombudsman because your service is terrible and you are not transparent with your customers.

My DSTV is suspended late around 14H30 on the 3rd of January 2019, but earlier on the 3rd of January 2019 I made payment using my cell phone app an amount of R532.00, Ref no218766. I call in and I was told that I was on the grace period for viewing, I need to pay additional R120.00 Ref No6342 and another additional of R20.00 Ref No794267on the same day. Using your Absa bank and account number [protected].My services were re-connected for two days, then suspended again due to non payment. My husband had to pay again R694.00 on the 10/01/2019 Ref [protected].

I fax proof of payment to proofofpayment@multichoice.co.za, mollyramela@multichoice.co.za, Portia.Phiri@multichoice.co.za, mbulelo.mabhula@multichoice.co.zam mothupi.mphuthi@multichoice.co.za.

Ive been loyal customer to the DTSV/ Multichoice but their customer care consultants sucks! When it comes to helping us. At first they told me I owe R329 on my account I went and pay that they connected me for two days next thing I owe R366 and I went to pay R400 and now their consultants kept telling me different stories, this low feels like we've being scammed or what, this is really a [censored] thing to spend money. I wish someone can invent a new network that we can all go to since we receiving a kak services from this DSTV nonsense mx!

Acc: [protected]
Contact: [protected]

[protected] is my acc number. My services were changed to premium package last year december of which I did not request such. Come january I was told I owe r55 and I explained that I did not request for my package to be changed in the 1st place. Then I was told it was a system error otherwise I do not owe anything. Last week again my pvr services wer cut off. This time I was told I owe r130 and I had to explain myself again. I am however not getting any response as to who changed my package, who authorised my package change, if it I requested the package change I want to see the mesaages and if I called I want to listen to the recording. I did not get any reaponse to my questions but my pvr services wer activated with no explanation. Now today I am told I owe r63 amd my pvr services have been cut off. Can somone explain to me what is happening please. Or give me the namw of the person who changed my package without my consent.

Hello, I'm aribalusi oluwafemi sola with decoder number : [protected], during this time last month a promo message was sent to me about your offers that implied that I should pay 4000 naira on my account and got upgraded to compact which I did but my actual subscription should of expired on the 24th dec and I made the payment of 4000 naira on the 12 of dec with view that my sub would be rollover but to my surprise today I got a message from you reminding me that my sub will be expire on sunday 13. Please what has happened to my initial subscription before you came about your promo offers... Thanks

In november 2018 we received an sms with the special offer of r749 per month for the explora. We applied for it and november 29, 2018 our application was approved. Since then we have not received anything, although they said we will receive a sms with the details within 5 working days. Today is the 11 th january 2019 and we haven't received anything. Everytime, (which was about 4 times) I phoned, the answer was: "yes we can see you have been approved on 29/11/2018, but we will escalate it, so that they can contact you."
Well, nobody contacted us or gave us the modem up to today! Please, just let us know what the problem is, or are we not allowed to have the explora?
Our account number is [protected] - tc du plessis