MultiChoice Africa / DSTV review: Dstv - 99 PROMO

Good Day Lesego,

Thank you for your response.

I acknowledge your explanation regarding the R99 payments. However, your response does not address the issue that has been under escalation for the past five weeks.

I need to highlight that I have previously been advised by DStv, in writing, that my services had been restored and that I was **back on the R99 promotional offer**.

Based on that confirmation, I understood that the matter had been resolved.

However, when I subsequently attempted to access my services, my account was still reflecting an amount of approximately R300+ and I was unable to access the service.

I then contacted DStv again and was advised that the matter would be escalated, with feedback expected within 48 hours. That timeframe passed without any feedback, which resulted in me having to contact DStv again myself.

I am therefore concerned that I am now being advised that the offer was forfeited, without any explanation as to:

1. Why I was previously informed in writing that the R99 promotion had been restored;
2. Why my account continued to reflect an amount of approximately R300+ after I was told the matter had been resolved;
3. What happened to the previous escalation and why I never received the promised feedback;
4. Why I am now being asked to make a further payment of R198 when DStv had already confirmed that the promotional offer had been reinstated; and
5. How the previous communications and escalation have been taken into consideration when making this latest determination.

I am willing to resolve any legitimate outstanding amount, but I am not prepared to simply make a further payment without clarity on the conflicting information I have received from DStv.

Please therefore provide me with a clear written explanation and confirmation of the current status of my account and the R99 promotion.

I would also like confirmation that the previous escalation and the written confirmation that my R99 promotion had been reinstated have been reviewed before I am asked to make another payment.

This matter has now been ongoing for approximately **five weeks**, with multiple contacts and escalations, and I am extremely dissatisfied that I am still having to establish what is happening with my account.

Please escalate this to a senior member of the relevant billing/customer resolution team who can review the **full history of the matter**, rather than treating this as a new query.

I would appreciate a substantive response and resolution rather than another generic escalation.

Kind regards,

Lindiwe Kunene