MultiChoice / multichoice not explaining true conditions of dstv explora price lock contract deal
I am currently a DSTV Premium subscriber with extra view which amounts to R844 p/m. My customer number is [protected]. I enquired about the price lock option plan of R899 p/m whereby one receives a DSTV Explora, Premium package and extra view/access fee inclusive. I explicitly asked the consultant from DPP department (as per the recorded telephonic call), namely Devan, whether I would be charged for any charges as I currently have a HD PVR as my primary and a SD decoder as the secondary, therefore the extra view is set up. I referenced and asked the consultant several times what the installation entails and he said that the HD PVR needs to be moved from the primary to the secondary and the DSTV Explora would take the place of the primary. I enquired all of this before I took up the deal making sure that there would be no additional charges incurred to me. He said that there would be no costs incurred to me only if I wanted an additional TV linked. They said that they would inform me once they deliver the decoder then Multichoice starts charging), but I .e once they deliver the decoder then the Multichoice starts charging), but I received no notification. The decoder arrived on 31 March 2016. The installer came 2 days later (02 April 2016) and said that he would charge me R750 for the set up of Extra view. I was not given that information that they would charge me as the DPP consultant assured me that there would be no additional costs incurred to me with regard to installation. I phoned Multichoice as the installer was there and the woman told me that the installer is correct in charging me for extra view set up as the package only includes the installation of the DSTV explora. I cancelled the contract and they gave me an escalation number 7706880 and said that DPP would phone me back. I asked the consultant if it is possible to cancel and she said yes since I only have the decoder 2 days in my possession. On 06 April 2016, I phoned Multichoice again for a follow up and they sent me from post to pillar spending more than 45 minutes on the phone. The consultant sent me a decoder payment plan: Settlement quotation amounting to R2883.41. Then I explained to the consultant that I want to cancel the contract as they gave me the incorrect information in order to sell the product and service. I have not received a phone call from Multichoice to date. The consultant gave me another escalation number: [protected] - I23. Another point, the consultant said that Multichoice would charge me only when installation occurs.
My dilemma is that I am currently paying R844 and R899 per month. I cannot cancel my current subscription of R844 as there would be nothing to watch on TV. So I'm stuck with paying for a service R899 which is not in use. I want a cancellation done from the date the incident was lodged with Multichoice.
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