MultiChoice Africa / DSTV
reviews and complaints

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.

I have R 99 contract explore decoder with multi choice for 2 years i have never skipped payments now i was called by 3 law firms in a matter of 10 days telling them the same thing i pay the amount of what multi choice is say i must pay how is my contract in areas they can't answer me they keep saying they will call me or let multi choice call me i have being payin 480.00 every month as per agreement with the provider

Good Day,

I have request that the address on my statement to be corrected as it does not show the street number and address, till today is not updated and this does really frustrate me because every time they say it is updated.

1st reference( January 2016): [protected]#I70 and 2nd (21 June 2016) [protected]#I54

Customer number: [protected]
ID number: [protected]
Contact number: [protected]

Address:

750 Schlapo Street
Groblerpark EXT 73
Roodepoort
1724

See attached picture

This is in reference to RTGS payment made on 06 june 2017 to Multichoice Kenya Limited Standard Charted bank KSH account, amount Ksh 237, 941.40. from State Department of Infrastructure.
Having paid this amount, a list of DSTV accounts to be credited was submitted to Sarit center office counter no. 7 on 9th June 2017 at around 1.30 pm EAT. The officer in counter no 7 informed me that she emailed the documents to accounts section for them to confirm weather the payment was reflecting in the bank account. the officer promised to reconnect our DSTV accounts immediately she gets feedback from accounts section.

Up to now our dstv accounts have neither been reconnected nor credited. i visited sarit center offices mid last week and i was told the mater was being handled by a Mr. Livingstone a.k.a stone.
Kindly give us enough reasons why it has taken that long to get the services we have already payed for.

I have a grey decoder and waking up this morning the decoder was dead, I then took it to my nearest branch witch is Westgate mall Mitchell's plain we stood their and half hour to get to the counter to get told the decoder packed up and pay to get anther one, we left unhappy due to not much help, we then got my dad decoder just to watch sports the weekend, wanted the decoder active on our side and he's smart card, on 17 july 2017 @ 18:15 we called and spoke to Roseline Imbele, then we asked can they help or do something to help as we can get a new one month end and this decoder not working is not our problem, the agent then said she will get her superior to get it working and then put us on hold for an half hour, then to come back and say they cant, the point is the service sucks and no help for a years paying customer and 100 airtime wasted for no help, very bad service

I am a dstv premium customer and I have recently paid my account with the amount which reflected on the pay systems. Now my service has been deactivated stating that my account is in arrears and i would like to know how this is possible if a payment was made on the 26/05/2017.The has not even ended and my new installment is not due so why is my service deactivated. This is totally unacceptable from a service provider who has been already by their customer. How many other customers are experiencing this same terrible service from Multi Choice nationwide.

Good day,

On the 14th of June there was a debit order that was put through our bussiness account:

2017/06/14 -508, 75 M-CHOICE [protected]

We are not even a client of Multi-Choice. I have instructed FNB to return the debit order, but I want to know how does that happen? How does a company get to put through a debit order without authorization.

May I please get some feedback on this

Thank you

Doraine Jacobs

I would like to just air my views on the contents of Box office here in Namibia, there has never been been even 1 movie on that platform from Namibia. Maybe because of the quality but I believe there is one particular movie which can be considered and I am sure most of us Namibians would like to see it, it's titled Katutura, please look into bringing it on box office for us, no one should feel left out, inclusive content is the way forward.

My dstc compact services have been suspended by Multichoice, the call centre agent informed me absa bank reversed a payment I deposited at absa atm on 9 February 2017. The reversal apparently happened on 1 June 2017. Currently no one has really tried to assist all I get is empty promises of feedback but it's been a week and I'm still waiting. I approached absa bank and told I would have to provide atm where a deposit was made or a slip for the deposit. I unfortunately can't point out an atmosphere machine at East gate mall because it was recently revamped and I do not have the deposit slip for February. My dstv account no. [protected]

Hi, I purchased DsTV because I found that the content on normal TV repeated itself too often. But now I'm paying over R400 to have the same thing happen. For example, the TV series Friends on Comedy Central has 10 seasons and a total of 236 episodes, yet I have actually sat down and watched one Friends episode and then watched the exact SAME episode to two episodes later. That means within a span of roughly an hour after watching that episode it aired again...

I can cancel my DsTV subscription and sign up to Netflix for only R195 and then just use the difference towards a faster internet connection; the only reason I haven't done that is because my parents don't want me to go through the trouble.

Hi, I paid my dstv since last week but unfortunately it was disconnected on monday and when I called they said it was a mistake and promised to reconnect it, yesterday again I called they said it was network problem but until now it's still the same my reference number is [protected] and acc no is [protected] my name is Heritier Mutanda my phone no [protected] please reconnect my line today my kids are disturbing me all this days

I requested 1 month DSTV on 23June 2016 till 22July 2016 and made payment to the amount requested to pay R809 for service till 22 July(school holidays). Multichoice did not disconnect me on the 22nd. I was not using the DSTV as I had disconnected the TV as kids were back at school. Only when I received an sms on the 18 August 2016 of an outstanding amount did I call and demand a disconnection and explained my issue. The agent then went back and listened to the call on the 23 June and agreed that I was supposed to be disconnected on the 22 July. The agent then requested a journal entry to reverse the amounts. So I thought all was fine and rosy until I receive an SMS on 12 June 2017 to inform me that my account has been handed over to SSDA for collection. No communication with me at all since August 2016. So I called the call center this morning to explain and now they give me a total different story. So I request the recordings of all previous calls to take the matter further. Now I must go to an agency where I can listen to the calls but cannot make a copy for me.

Furthermore this is not the first time that I have issues with their billing services. Can somebody tell me the correct way to resolve this issue?

I was sold a dstv explora on price lock, the sales consultant ensured me due to the fact that we stay in a complex and make use of a communual dish that installation from dstv will not be needed, it's was delivered almost two weeks ago and they started billing me from the time of delivery, for a product that I can't use, it has been reported by me to dstv and need this product picked up from my premesis and refunded on my dstv account, or the next call dstv will receive will be from my lawyer or the ombudsmen .
My contact number is [protected].

I'm wasting no more Airtime with dstv any more.. .Please do not see this as a threat but rather a warning.

Kind regards and a very disappointed dstv client.

back in 2015 I experienced a problem where in my services were disconnected and I was later informed that my premiums were being allocated to my two dstv accounts, of which it came as a surprise to me because according to my knowledge I have only one account it was later explained that its because I have purchased decoders twice and that was being recorded as if in having two accounts running.But still that came as a surprise to me because all along before than I had been paying one premium and not even once did I ever get a query about why the the other decoder is not being paid and all of a sudden my services were off for owing. well problem solved and it was noted that I am only using one decoder. Now years later my services are disconnected again on the 8th of June 2017 and when I call in they tell me the premium I paid on the 28th of May came through as unpaid, I informed the lady that was impossible because I paid as spar cash she told me I need to send them proof of payment in order for them to verify what I am saying I told her I have lost my receipt she informed me that her supervisor says they can assist me without the proof of payment, I drove to spar on that evening luckily for me they managed to do a reprint I emailed it to them immediately and my services were reconnected. Now again today I switch on the tv only to find my services have been disconnected again, and now I am being told that their system shows that payment which was made in January was reversed by pep store on the 7th of June 2017, like really how is this possible, I always pay my account ahead, if not a month ahead it will be a few rands ahead was is this happening now and now I am told I must forward the receipt dated January the 30th I mean where am I expected to get that from? and if I were to go ask for reprint which pep store to I go to because truth is I don't pay at one store where ever I am able to pay I pay, like now as I'm sure they can see my last premium was paid at spar. Really I need to understand now that I have no clue where to get this receipt from will this now be my loss and I must go and pay multichioce money that I do not owe? I have never once skipped payment, again they telling me money I paid in on the 30th January appeared reversed by pep and I must take it up with pep than again they come back ask me for receipt in order for them to escalate the matter further. the fact it shows in the first place that money was paid in on the 30th of January and reversed by "pep" as they say;should by that be proof enough that I made payment and they must just investigate why it was reversed?

Honestly this is emotionally draining and unfair, just because I am on the receiving side am I just expected to just go and pay and pretend as if the monies I've been paying in don't matter? While knowing very well that not even once did I ever use a card to pay for the dstv services? I always use cash and all of a sudden my payments are being reversed out of no where.

back in 2015 I took it in and life went on and now am I to do the same thing again, just pop out my money and fix something I know very well has nothing to do with me?

When you ask for answers from Multichioce their escape is always proof of payment, proof of payment which never even last as well because all the receipt s from easy pay stores always fade very fast but now I'm expected to have a receipt from January.

this is very frustrating honestly and this is one unnecessary frustration one does not need or expect to have.

Since form March Ive been calling the multichoice customer service department asking them to down grade from premium to compact with no help.Everytime when I call the call centre they promised to down grade my subscription but only to find out month end when I have to pay that my subcription hasnt been down graded.Ive called them for the passed days almost everyday spending huge amount of money on airtime.they keep promising me that they were pulling out all our conversation as theyve been recorded for security purpose to see if whos fault is it.

Hi,

Problem started Tuesday the 6th June 2017. The error message is “There is no signal. This may be due to bad weather or a faulty connection in the installation. Error Code : E48-32”

Installer was contacted and advised they would come and fix the problem, till this day they have yet to come and they are ignoring calls. As a new dstv customer this has been a bad experience for the family, we wish that Dstv intervenes as a matter of URGENCY for this problem to be corrected. It is very unprofessional the way the installer is treating us and the problem could’ve been resolved long ago by now. Installers need to treat customers fairly.

See installers details below;

1016E Mocwaledi Street, Pampierstad, 8566, Northern Cape.

Accreditation number: 00053048M

Installer: TK Motebe

Mokiwaga Trading
Cellphone: [protected]
Email: irvine.[protected]@yahoo.com
Telephone: [protected]
Fax: [protected]

PAMPIERSTAD
8566

I am Ajiboye Abiola from Osogbo, Nigeria, my subscription supposed to expire on the 9th of June and I made an online payment #1, 900 on 7th of June for another month subscription. My subscription has not been activated till today 10th of June. Please act fast on my complaint by activating my subscription.
I have tried several means of complaint no response or reactivation has been effected.
Smart card number: [protected]

My account is [protected]. I paid one year premium subscription on my dual view PVR last year May but the decoder spoilt and I bought a new one with a one month free subscription on Compact Plus in June. They could not connect my dual view and requested me to come after the one month. At the expiration of this in July, I came to connect my dual view and they said I will have to pay for one month subscription before they will activate my former account details. I did. At the end of this another one month, in August, they then finally connected the transaction history on my new PVR with the transaction history on my old, replaced PVR. The balance on my account as at August 2017 was N159644, implying that my subscription should end July 2018. It is unfortunate that this incident of blocked service earlier reported and resolved in May this year is repeating itself; and this time I get the most passive and dispassionate response. I have wasted credit trying to call your insensitive customer service. My entire household has wasted credit doing the same. What more reassurance can DSTV give me as I miss out the UEFA final match today? DSTV has lost me forever. I presently support over 4 decoders and I will stop further subscription on some and move to the cheapest bouquet possible on the rest while paying monthly subscription instead of annually that you guys cannot manage. The ills of monopoly!

Reference # [protected]-I162 - 10/02/2017 @2.15pm - spoke to Janice
Reference #8323334 ongoing from Dec-2016

DSTV/Multichoice has been duplicate charging Medwood and Mr Oelofse for the same decoder for 6+months now. Regardless of numerous correspondence and promises, the matter still has not been resolved. instead of refunding Mr Oelofse as promised, DSTV continues to charge him for a decoder that is on another companies name and is also paid for monthly by other said company.

As Mr Oelofse is not being assisted, he will have to resort to legal action requesting compensation and interest charges too.

The below was agreed upon but DSTV never honoured there commitment. check you recordings!

DSTV billed Mr Oelofse ...
R844.00 DSTV
+Showmax
85.00 Extra view
195.00 Tavern and Shabeen Contract (Medwood)
759.00 Hidden contract running in hidden coding in background
759.00 Hidden contract running in hidden coding in background
2’642.00

They are going to refund you (Will reflect as a credit on your account)
759.00 January-17 - Hidden contract running in hidden coding in background
759.00 February-17 Hidden contract running in hidden coding in background
759.00 February-17 Hidden contract running in hidden coding in background
195.00 February-17 Tavern & Shabeen (Medwood)
R2’472.00 .

I spoke to Janice
On 10/02/2017 @ 2.15pm
Reference #[protected] – I162