MultiChoice Africa / DSTV
Reviews and Complaints

On Monday, 19 June 2017, I called DStv to find out what the amount is to fully pay for the Price Lock plan. The consultant gave me the amount, and also made it clear that my next payment will only be in January 2018. I made the payment the same day. On 26 June my service was cut off, and it took almost a day to have it reconnected. In the same week I realised that my extra view was disconnected, without my consent. To top it all off an amount of R1, 025.53 was debited from my bank account on 2 July 2017, even though my account has been paid upfront. I contacted the service centre on the same day, and requested that a supervisor call me back. I did not receive any feedback. I sent emails to DStv and received a reply that my account has a credit of R2, 645.83. But no answers were given as to why my account was debited. On Tuesday, 4 July 2017, I called DStv again, and spoke to another supervisor. She said that she will listen to the recording of the call that I made on 19 June, to find out exactly what the consultant told me. She told me that she would phone me back afterwards with feedback. It is 22:05 on 5 July now, and I still haven't received any feedback. This is unacceptable. My customer number is [protected].

Dstv complaint:

To whom it may concern:

I have been a DSTV subscriber for over 10 years now

I have applied for your Price Lock promotion on a Explora decoder, installation etc for 24 months at R959 per month

Currently i am paying R880 per month so this would be, R80 more a month

I have been informed that i don't meet the minimum requirements and both your consultants couldn't even tell me what that is. I also checked all the terms and conditions online and promotion rules and can't find anything

Apparently something to do with your 2 min, credit check formula, as there is no chance if you followed correct procedure to get complete credit check done that, my application would have been declined.

I am very unhappy about the way this has gone down, and even emailed your credit documents department to get answers without any success.

So basically as a last resort i am sending this complaint. If this isn't handled in a timely manner, ill have no option but to cancel my DSTV subscription completely. Maybe a R 10 560 loss on one client for Multi Choice per year may not matter, but to me it is a nice saving.

If i don't get any proper feedback or response on this complaint, i will consider it a closed matter and cancel my subscription.

Desirable outcome: Provide me with the price lock promotion package

Kind Regards
ID: [protected]
Cell: [protected]
JAC Janse van Rensburg
Date of Call: 4 July 2017, 12:00 PM

Please be advised that i disconnected the service on 24 February 2017 through the online portal. Please find the attached photo clip taken on 24 February 2017 when my service was cancelled and linked to the new owner/profile. Please find out from your branch in Bronkhorstspruit when was the decoder and service transferred to the new owner. I sold the decoder to a new owner and he is registered on your system. Your branch cannot provide me with the info as I am not a customer anymore.

The debit order was stopped from your side and no further payments or non return payments reflected on my statement after March 2017. The last payment of R459.00 was made on 02/03/2017.

After my service was disconnected and cancelled, there is no legal binded agreement between myself and you thus you have no right to reinstate a debit order after 5 months (See the paragraph below where the Ombudsman explain that a debit order can only reinstated the NEXT month, not 5 months later.)

Why must i provide you with my bank statement – This is personal info and you have no right to such info?
Who authorise the deduction of R459, 83 on the 03th of July 2017 from my bank account?
Who permitted you to reinstate a debit order on my account?
Please provide me with proof that the decoder was still in my possession after the 24th of February 2017 and the services were connected/link to my profile. Proof can be retrieve from your Bronkhorstspruit branch on the date when the service was transferred to the new owner.
Please check your system on when the decoder was disconnected from my profile and transferred to the new owner. Provide me with the requested information.
Please take note of the following:

Advocate John Simpson from the Ombudsman for Banking Services office says the rules around debit orders are quite clear, but they find that what happens in practice is not always the same.

As consumers we need to ensure that we know our rights and to challenge banks when they fail to deliver.

These are the rules banks need to adhere to, according to the Ombudsman for Banking Services:

Customers can give their banks written stop-payment instructions to prevent debit orders for specific amounts. When a debit order is returned “payment stopped” on the instruction of a customer, the user (service provider) may not process further debits under the system
If there are not enough funds in the customer’s account to meet a debit order, the company can re-submit the debit order the next month, but it may not adjust the value of subsequent transactions to recover arrears.
According to the ombudsman, the banks have introduced a process to identify those companies who have not conformed to the rules of the debit order system. These companies would then be disqualified from further use of this facility.
I hereby instructed you to refund me with the amount of R459, 00 plus costs within 3 days. Failure to do so, I will submit a complaint to the Ombusdman and SAPS.

I have been trying to sort out my debit orders for a while now. People keep saying they will activate the debit order or get someone to contact me back- neither of these ever happen. They have now eventually debited my account (after I have been paying it manually every month) and they debited an enormous amount. I have phoned your consultants, complained on Hello Peter, sent a msg to your Facebook inbox. Not sure what more I need to do to get a response? All I want now is for someone to please tell me what my settlement amount would be on the 24month contract so I can pay it up and cancel. Im done with your pathetic customer service. Thanks

We are very frustrated that certain series don't update on the same day on catchup, let alone 30min after the program has ended. This has been happening for the last 2 weeks. When we phone the customer care line regarding this they are either unhelpful or rude. This is very disappointing since we're paying for a full package with terrible service in return. Definitely considering cancelling our subscription.

Box office Nightmare.

Dstv needs to sort out their systems and practice honesty. Everytime when I pay for my box office account at spar, im only able to view movies after 48hours and thats usually after several efforts through calls and the self service options which cost me more money. Every time the agents say try after 30 minutes. Its a real nightmare and very poor service.

I just came across a movie synopsis for War Room. I watched this movie recently (not on Mnet) and believe the synopsis on Mnet is incorrect.

The movie is described on Mnet as : "Appearances can be deceiving in this drama. A seemingly perfect family with deep underlying problems go to a medium for help."

This is very wrong. There is no medium in this movie. Infact most Christians do not believe in going to medium. A real estate agent who is having marital troubles meets her client who is an elderly woman who teaches her Christian ways to pray to God to fight for her marriage. The family does not go to a medium. You can even google about this movie. Please get facts right and amend this?

Google will tell you "With great jobs, a beautiful daughter (Alena Pitts) and a dream house, the Jordans seem to have it all. Appearances can be deceiving, however, as husband Tony (T.C. Stallings) flirts with temptation and wife Elizabeth (Priscilla Shirer) becomes increasingly bitter, crumbling under the strain of a failing marriage. Their lives take an unexpected turn for the better when Elizabeth meets her newest client, Miss Clara (Karen Abercrombie), who encourages the couple to find happiness through prayer."

Sandile

I hereby cancel my dstv / multichoice contract. I have once again been debit some ridiculous amount (R2436.25) after you informed me that I was up to date and that my monthly bill would only be the agreed upon contract amount of r949 for the pricelock… I have reversed the payment and cancelled the debit order at my bank.

This crap has been ongoing since february and I no longer want the hassle, so please cancel the contract with immediate effect.

Please could you forward me a delivery address to return the pricelock unit. Failing to provide me with the correct address in the next few days I will address it to you personally and send it to 144 braam fischer avenue…..

Regards

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 26 may 2017 13:41
To: 'sandile kaunda'
Subject: re: re: fw: fw: customer number [protected] - installation query

Sandile

I’m completely done with multichoice…. I honestly don’t know what more to do!

I made the payment immediately after you sent the email (22 may) using the correct reference and in spite of my payment, my services have once again been cut!

Should my dstv service not be switched back on within the next hour, I will be terminating my account with immediate effect! This has been going on since the middle of february when I agreed to change to the pricelock and I have had nothing but hassles ever since. This has without a doubt been my worst consumer experience I have ever had.

I have recorded the date and time of every phone call and the call centre person’s name since february. I have every email between you and i….. Should this matter not be resolved for one and for all by 15h00 today (26/5), I will be boxing up my pricelock unit and cancelling my dstv account. You can send me the delivery address and I will pay myself to courier it back to multichoice….. With my record of failures on multichoices part, I can’t see any legal cause to hold me accountable to my contract which has been breached by multichoice over and over again…

I wait with anticipation to see what unravels next …..

From: sandile kaunda [mailto:sandile. [protected]@multichoice.co. Za]
Sent: 22 may 2017 09:09 am
To: jason bowen
Subject: re: re: fw: fw: customer number [protected] - installation query

Hi jason

Please see below the banking details;

Bank: absa
Account number: [protected]
Account type: cheque
Ref number: [protected]

Kindly send me your proof of payment once you’ve made payment so that I may allocated your payment.

Regards
Sandile”

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 22 may 2017 08:23 am
To: sandile kaunda
Subject: [external] re: fw: fw: customer number [protected] - installation query

Sandile

Thank you kindly.

Please could you forward the bank account details in order for me to make payment.

Jason bowen
Franchise owner
Talisman hire east london
Warehouse 4, meisies halt, east coast resorts road, east london

Tel
Mobile
Fax (Office)
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:[protected]
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Website :[protected]
:[protected]@talisman.co. Za
:www.talisman.co.za

From: sandile kaunda [mailto:sandile. [protected]@multichoice.co. Za]
Sent: 21 may 2017 11:25 am
To: jason bowen
Subject: re: fw: fw: customer number [protected] - installation query

Hi jason

Finance has assist with reversing charges on your price lock account. Please see below as to how your price lock billing is currently:
• march (We billed you r149 for the hardware)
• april (We billed you r629 pro-rata from the 13th of april since the decoder was only installed on the 13th of april)
• may (We billed you r949, since this will be a charge for a full month)

Total amount due on the price lock account is r1727.

Reason why we debited you a higher amount it’s because the reversals I had requested assistance with from our finance department were only approved on the 28th of april which was too late as a magtape was already sent to your bank.

To add on to that, your previous hd pvr account has an overdue balance of r1047.93 reason being, the month of march 2017 we never debited the r844 which used to be your monthly subscription on your old account and your old decoder was in use till the 7th of april 2017. Please see below a thorough break down for you old account.
• march (We billed you r844 but it was never debited)
• april (We billed you r203, 93 pro-rata from the 1st of april till the 7th of april)

Total amount due from the old account is r1047.93.

So this means your multichoice account has an overdue balance of r1047.93 + r1727 = r2774.93

Once this amount has been settled it mean going forward we’ll be debiting your account r949 for the remaining 21 instalments.

Regards
Sandile”
From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 11 may 2017 07:51 am
To: sandile kaunda
Subject: [external] fw: fw: customer number [protected] - installation query

Sandile

I am still waiting some response from you and dstv / multichoice with regards to my pricelock and account…..

I am still receiving sms’s stating that I owe r3380 and that my dstv will be cut off! I have no explanation as to why this amount is being charged…. According to you, all I owed was last months r149 for hardware and my pro-rata payment for the pricelock unit which shouldn’t come to more than r949 as I only got set up midway through the month…

Please indicate my outstanding balance and sort out this account as I am still adamant that I want to return the pricelock unit and cancel my prescription with immediate effect.

Should you be able to sort out the account before friday the 12th of may and I am able to settle my account, I might reconsider keeping my account.

I have a record of all the correspondence, phone calls and sms’s and am very happy to fight for my consumer rights based on the poor service, incompetence and breech of agreement on behalf of multichoice by not delivering my pricelock within the stated 5 working days.

I await your response, but im not holding my breath…. Failure to get a response will result in my taking this matter to a higher authority!

Jason bowen
Franchise owner
Talisman hire east london
Warehouse 4, meisies halt, east coast resorts road, east london
Tel
Mobile
Fax (Office)
View our disclaimer
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Website :[protected]
:[protected]@talisman.co. Za
:www.talisman.co.za

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 03 may 2017 10:04 am
To: 'sandile kaunda'
Subject: fw: fw: customer number [protected] - installation query

Sandile

I haven’t had a reply from you since I emailed you this morning stating that I would be reversing the debit order in 2 hours, so I have contacted nedbank and reversed the payment taken incorrectly from my account once again!

Please forward me the delivery address for the pricelock unit to be returned!

This has honestly been the worst consumer experience of my life! I have never come across such incompetence from any company before! Just shows what monopoly does. I will now be signing up to netflix!

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 03 may 2017 07:13 am
To: 'sandile kaunda'
Subject: fw: fw: customer number [protected] - installation query

Morning sandile

Once again, I have been debited r3380.76 for my dstv account. A figure I cannot quantify or work out at all even if you charged me for both dstv’s for 2 months, so I have no idea how multichoice came up with this amount!

I am now done with dstv and multichoice as this has now gone on since the 16th of february. I will be reversing my debit order with my bank in the next 2 hours and I am giving notice to you now of my cancellation of my pricelock and dstv subscription. The service I have received has been diabolical and totally unacceptable. I have never experienced such poor customer service and the handling of any consumer purchase in my life before.

Please cancel my pricelock in accordance with my cooling off period and provide me with an address to return the pvr decoder.

Regards

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 26 april 2017 01:05 pm
To: 'sandile kaunda'
Subject: re: fw: customer number [protected] - installation query

Sandile

How do I contact you should my account be disconnected on the 27th?

From: sandile kaunda [mailto:sandile. [protected]@multichoice.co. Za]
Sent: 26 april 2017 01:03 pm
To: jason bowen
Subject: re: fw: customer number [protected] - installation query

Hi jason

May I kindly request you reverse the debit order that’s going to go through tomorrow, I am waiting for our finance department to do the necessary reversals on your account as we have discussed, billing for last month should r149 for the hardware, then r149 plus pro rata for this month.

I will be monitoring the account, should it be disconnected, I will reconnect it, till the query has been resolved.

Regards
Sandile”

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 24 april 2017 02:47 pm
To: sandile kaunda
Subject: [external] fw: customer number [protected] - installation query

Sandile

I have just received another sms stating that my outstanding amount is r1536.71 and is due by the 27th of april or I will be disconnected…..

Please note, this is not what you agreed upon with me and I still haven’t had a response from you. The agreement was r145 for last months “hardware” fee plus the pro rata fee for this month, not a fee for both decoders…..

As mentioned in all my previous 5 emails (Without response) should my dstv be disconnected, I will be cancelling my subscription entirely and you can collect your new pricelock unit!

I still await your response!

Jason bowen
Franchise owner
Talisman hire east london
Warehouse 4, meisies halt, east coast resorts road, east london
Tel
Mobile
Fax (Office)
View our disclaimer
:[protected]
:[protected]
:[protected] digifax
E-mail
Website :[protected]
:[protected]@talisman.co. Za
:www.talisman.co.za

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 21 april 2017 12:01 pm
To: 'sandile kaunda'
Subject: fw: customer number [protected] - installation query

Sandile

I am still waiting a response from you concerning my set up of the pricelock…? First email was sent on the 6th of april and to date I am still waiting for you to reply…

I am concerned that my dstv will be cut off at some stage or that I will be over charged once again! Please confirm the payment of r149 for the “hardware” for last month as you mentioned telephonically to me. And then the pro-rata charge for this month considering my pricelock was only installed on the 13th of april.

Should my dstv be cut once again or I am over charged on my debit order, I will be returning the pricelock unit and once again reversing my debit order payment.

I await your reponse!

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 18 april 2017 07:40 am
To: 'sandile kaunda'
Subject: fw: customer number [protected] - installation query

Sandile

I still have had no response from you regarding my outstanding balance and why I haven’t been charged the agreed upon amount which we discussed…..?

I can assure you this hassle with dstv and multichoice has gone on for long enough now (Since the middle of february) and should I get another sms stating I am in arrears and even worse, should my dstv be cut once again, I will be returning the pricelock pvr and cancelling my subscription entirely……

I await your response!

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 13 april 2017 11:10 am
To: 'sandile kaunda'
Subject: fw: customer number [protected] - installation query

Sandile

Just to inform you that the installation of our price lock decoder unit has taken place this morning.

Please advise with regards to my previous email (Below) as to my outstanding amount now and will this be taken off via debit order or must I make the payment manually?

Please contact me urgently to avoid any more incorrect billing and sms’s as well as my dstv service being cut off again.

Regards

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 13 april 2017 09:23 am
To: 'sandile kaunda'
Subject: fw: customer number [protected] - installation query

Sandile

Just to let you know my dstv was cut last week saturday, the 8th of april as I was apparently in arrears on my account. Having spoken to you on the phone with regards to this you assured me this would not happen and that I would only be charged r145 for the hardware costs for last month and that you would begin charging me the price lock rate once it was installed. To date, it is still not installed and we currently have no dstv yet I am still getting sms’s stating I now owe r1536.71…..

Please can you sort this out immediately as I am now out of patience with dstv and multichoice!

Failing my account being sorted out today to the amount you mentioned, I am now ready to return the pricelock unit and cancel my dstv subscription.

I wait your response!

From: jason bowen [mailto:[protected]@talisman.co. Za]
Sent: 06 april 2017 12:24 pm
To: 'sandile kaunda'
Subject: re: customer number [protected] - installation query

Sandile

Details as follows:

The satellite shop
[protected]
[protected]@sainet.co. Za

From: sandile kaunda [mailto:sandile. [protected]@multichoice.co. Za]
Sent: 06 april 2017 11:33 am
To: [protected]@talisman.co. Za
Subject: customer number [protected] - installation query

Hi jason

As per our telephone conversation, please send me the installers contact details so that I can make necessary arrangements with the installer.

Regards
Sandile”
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This electronic communication and the attached file (S) are subject to a disclaimer which can be viewed at http://www.multichoice.co.za/multichoice/content/en/email-disclaimer. if you are unable to view the disclaimer, please email [protected]@multichoice.co. Za for a copy.
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This electronic communication and the attached file (S) are subject to a disclaimer which can be viewed at http://www.multichoice.co.za/multichoice/content/en/email-disclaimer. if you are unable to view the disclaimer, please email [protected]@multichoice.co. Za for a copy.
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This electronic communication and the attached file (S) are subject to a disclaimer which can be viewed at http://www.multichoice.co.za/multichoice/content/en/email-disclaimer. if you are unable to view the disclaimer, please email [protected]@multichoice.co. Za for a copy.
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This electronic communication and the attached file (S) are subject to a disclaimer which can be viewed at http://www.multichoice.co.za/multichoice/content/en/email-disclaimer. if you are unable to view the disclaimer, please email [protected]@multichoice.co. Za for a copy.

Having plenty of issues with DSTV I decided to cancel my subscription with them in 2016. Yesterday I received a phone call telling me I owe them money. Spending almost an hour and a half with 4 different consultants it was said that the amount due was due to disconnections fees. The funny thing is when i asked if they can provide me with the phone call where i told them i want my services terminated in a month where I paid my full subscription and the reconnect it, they told me they don't have it. according to them, it was a walk in, which is super weird as I was in namibia during that period and only went to a dstv office once in my live (when I got my Explora replaced due to a fault). I asked to speak to the supervisor, which is never there and promised to call me back. Needless to say I am still waiting for their call. Am I missing something here or does DSTV think they are allowed to charge customers for not requesting services, worst decision I ever made was to think the having DSTV will be a good idee.

Dear Mnet, you are telling me that it matters who pays the account, not that the account is being paid. We advised that to change the asset from the deceased to the spouse would only be effected once the Letter of Executorship is provided (still not sure why this would have an impact on you as it could take another 2 years to wind up the estate and to change the assets from the deceased to the spouse). Maybe in times like this (deceased client), you as Mnet should have a lot more understanding when someone passes away and the client/ or family of the client is trying to ensure that the account is paid so that the surviving spouse or family can continue to enjoy Mnet. As the asset belongs to both my parents due to the way they are married, there should be no issue in merely changing the debit order from the deceased account to the other co-owner of the decoder. I am disgusted at the rate of service received, lac of empathy and the email responses received, which has had no thought process put into place nor any understanding for the family. As mentioned before, I have only had the issue with MChoice and not with anyone else. The sad thing is, we are merely trying to pay the account per month, there is no debt to yourselves and the asset does not belong to you either. Think it's about time you reviewed your Noah’s Ark policy. Have a little more empathy.

I contacted the dstv call centre (port elizabeth) today, and I spoke to guy called ashton, I stand to be corrected.

I explained that my account is only due for payment on the 2nd july r365, why was our service terminated. The gentleman I spoke to was polite and apologized for the inconvenience. There after we verified the account holders details. I asked what was the total amount payable he explained, and told me that I needed to pay pro - rata for our service that was activated on the 24th may 2017, I agreed, but there was error on the system and all the details was corrected on the 29th, I then made the payment and it cleared on the 6th of june, the payment was r365.

All the channels, part of our package was open, and we had no problems, I called into the call centre once again when the service stop briefly, someone assisted me and everything was sorted almost immediately.

We received a sms saying we owe an amount of r400 and something, I am not 100% sure of the amount. I called in again spoke to thulani 24-06-2017, he told not to worry everything is correct on the system the payment due is r365.

I then explained this to ashton, he completely dismissed it, saying that I want him to do something that is wrong, I told him I am happy to pay the account, just not the reconnection fee, as I took my time to call in and find out what was the problem, and what needed to be done, I was told that nothing was needed. Irrespective of the person I spoke to being new or not, you are all under the same company and should take responsibility.

The reconnection fee should be removed as a service gesture.

Please contact me
[protected]

I am really disappointed in Multichoice for not showing any results or fixtures on the super spirt active screen for the womens world cup cricket.
Ee also want to see the logs and fixtures just as for the men. Even the supersport app is not showing any info on it? We need to give them the same acknowledgement as the boys. We also need the information
This is not good at all!

Today (26/06/2017) called dstv 4 times and still received no joy. I have spent more than R100 On airtime and the call has cut twice. I am trying to rent a movie and its unsuccesfull on my side due to insufficient box office account funds. The call centre confirms there are funds in my box office account. I am extremely livid at the incompetence. If i am unable to use this service instead of wasting my time and money someone should advise me so i can retract my box office funds. Spending R100 worth of airtime in calls for a R35 movie is a waste. I rather hire a good old fashion dvd it'll be cheaper and hassle free.

The start of June 2017 I have change my decoder from pvr to explorer 2. They keep on switching my service off and send messages that my account is outstanding. I have paid the full service amount the start of the month. I have phoned DSTV to inform them that we have changed decoders. They changed it and all was good. In this 1st month we using the explorer was off atleast 5 times. Then I have to phone explain the same story over and over, they switch it back on...few days later off again...same story over and over... This morning my DSTV is off again... when is thin going to stop. To top this all up I have applied for the pricelock decoder... they sended me 2 decoders... I phoned to inform them about the 2nd decoder they said it will be picked up... 3 weeks later and still waiting...they also assured me that this is not on my account and I will not be charged for the 2nd decoder. Before I received the first decoder I received a call from dstv asking if I orderd 2 or 1 decoder were I replied only 1, so that call was a total waist. Account no is [protected]

Dear Madam / Sir,
Ref - Contuinous repeats on DSTV

My name is Solly using [protected] and pay for MTV daughters acc [protected] as well.

I have been faithful DSTV subscriber for more years then I can remember& probably will till I die. Over the few years we endured numerous reruns on all dstv channels.

Could you kindly explain
1-Why we have to pay for reruns, month in and month out.
Like Southern Fried homacide and Kardhians
2-We have an Afrikaans station that we pay for but don't understand. (Channel 147)

In late 90's or early 2000's. I had earlier campaigned for soccer to be on instead if cricket and rugby. I and the rest of Zambia wanted soccer & we eventually we got soccer.

Now in 2017, DSTV needs to improve its services in order to maintain the statuesque. You can't keep showing reruns after reruns and stations that are'nt in English after all we do pay for this service.

I refuse to pay for a station that I can't understand and has reruns after reruns. I'm sureif we had to audit the reruns against what we pay every month. DSTV would either reduce its costs or play fresh moves and reality shows

Kindly advise DSTV, how you can manage this. As, I know for sure there are thousands of us with the exact same complaint. Thank you & looking forward to your reply.

Best Regards Solly

Why does comedy central keep playing the show how I met your mother until the 7th season and as soon as the last episode of the season plays, comedy central stops playing it then a few months later the show is started from season one. This is annoying, disappointing and ridiculous that we are paying R809 a month for entertainment which should remain refreshing and worth the money. Etv plays seasons further than the 7th so why can't comedy central provide us with the other seasons. Is there anyone who actually notices that the channel does the same pattern all the time and as a customer I'd really like to watch how the show ends if it's not too big of a job for the people behind the channel.

I was on the DSTV extra package and upgraded to the premium package. Since saterday morning after the upgrade I recieve a E16-4 error message and unable to view any of my channels. I have spoken to as many as 10 diffrent customer care reps and 2 supervisors and 2 managers. Non of them could resolve my issue. My service is still down. Pathetic service. They promise to call me back and still no one has contacted me. They said my decoder is faulty and I had it tested and its fine.

As per images below we have constant interrupted service. This seems to be especially bad when we want to watch live programs e.g sports etc.
early morning or night time worse. We have spend time to dstv via telephone and attempted to have this corrected. Two weeks ago after a full hour to them still no solution. We pay allot of money monthly and expect the service they promise

Good Day

I trust you are well

This here, is a frustrated customer, 2 months after paying for a full package a couple of channels were not working, subsequent to several attempts including calls to the center, trips to the agency we just gave up and let it be.

On Tuesday 20 June 2017 we took the decoder to an agency (our final attempt to get all the channels we paid for) to try and fix it, we were turned away and told to ask a technician to come and see to it.

We then arrived home and the DSTV did not work at all (from a few channels to no channels at all!) given we were quite fed-up we just left it.

Today (23 June 2017) we attempted the call center again and after two phone calls we were told once again to call a technician or take it to an agency as we need it repaired and might incur charges for this. After explaining my frustration all the agent could say was "just explain your situation to the agency and they will be able to solve it" (Im sorry but i did not believe this as we already gave this a try).

My room mate then asked what if we just gave the reset button a try...(NOTE: a NON DSTV employee), and there it was all the damn channels we paid for!

This saved me a trip to the agency tomorrow, that includes R100 petrol, "a repair" of lets say R500? or probably the technician charges? That is besides the +- R250 airtime spent on nothing (phone calls to the agency) and R100 petrol to the agency.

I am greatly disappointed that no-one could assist - is the resent button not an option in the how to fix manual? if not please add it.

Lastly, just have a look at the unnecessary cost we incurred, do you think this time, money and effort was fair?

Disappointed!

On 31 March 2017 I paid full subscription fees for two packages for the year. Meaning I would only need to be charged again for subscription in March 2018.
On 25 April 2017, my account was debited for subscription fees for which I was refunded for within 1.5 weeks.
On 25 May 2017, I was debited again for subscription fees. I called the customer care line on the same day and asked for a refund. I was told I would receive it within 5-10 working days. After not receiving the refund within the 10 working days, I called the customer care line again and was told that the previous agent did not ask for a refund authorisation however it had been actioned and I would expect my refund within the next 3 working days.
After not receiving the refund within the 3 working days I called the customer care line again. I was again told that the authorisation was not done for the refund and I had to wait another 10 working days! I asked to speak to the Manager who went on to tell me he could not promise when my refund would be paid but that he would call me back by 5pm to give me an answer of when I would get my refund. This Manager is Nkosinathi and he did not call me back. What happened to treating customers fairly? I should actually be paid interest on the funds that was taken from my account as I had to wait 3 weeks to get it! It was paid to me 2days after my third call to customer care.
Today being 22 June 2017, I received a SMS from DSTV informing me that my account will be debited R2748.66 on 25 June. I would really love for someone with competence from DSTV or Multichoice to explain to me why i have to pay subscription renewal fees when I already paid my fees for the year!

Should my account be debited on 25 June 2017 with this subscription fee, I will cancel my subscription and I want my R17k back that I paid for the year.
I will also escalate this to PASA and the SARB for debit order abuse.