MultiChoice Africa / DSTV

On 20th October 2021 I requested the de activation of a decoder on my business account North Haven Country Estate Contract no #9381906 Customer no [protected]. I received confirmation from you on the 22 October 2021 Ref No [protected].

Since then you have not amended the debit order amount and after numerous E-Mail's and phoning your department I have not received a response from you and the amount of R1540 this month it is R1560 is still being deducted from my account.

At the moment I have only two decoders that are active being the following;

Decoder no SO10473515X0 Smartcard no [protected] and

Decoder no ZAAAACZ01815033 Smartcard no [protected].

Please respond to me by E-Mail [protected]@vodamail.co.za or [protected]@gmail.com

Around 4 April, I used dstv's self service to restart my subscription for my parent's decoder. What I noticed was that, there was no option for me to select the start date of the subscription. After speaking to my parents about when they wanted the subscription to start. On 7 April 2022, I called in and asked the consultant (Bongani Molayi) to only start my subscription in May. He told me that it was done.

On 2 May 2022, I used the self service to get my bill so that I could pay it but I noticed that my bill was too high. On 3 May 2022, I then phoned in and queried the bill (I did not record the name of the consultant). To my surprise, I was told that I was owing for April. I explained that, on 7 April 2022 I had called in to have my subscription start in May. The person I spoke to sent my query to a different department. On 4 May 2022 I phoned in again to check on the status of my query. This time I spoke to Wendy Njikazi. I was told it takes 24 hours to resolve queries. I told Wendy that it has been 24 hours since I lodged the query, and she said that I was not the only customer with a query. I noted that they record calls, so they should re-listen to the call and hear the conversation I had with Bongani. I also asked her what I would need to do, because I did not want the services cut off for non-payment. She checked how much I should pay, and she adviced me to pay an amount of R1208. and I did. But today (10 May 2022) the services were cutoff and I received an sms notifying me of the disconnection due to an outstanding amount. I called in to inquire why the service was cutoff yet I have an open query. I forgot the name of the consultant, but she said she would get her supervisor on the phone, I even explained to the consultant that I have been calling and no one is resolving this issue, no one is calling me back, yet it's costing me money to call them to resolve a query that is their fault. I was put on hold until I ran out of airtime. No one has called me back regarding my query.

I have had to pay the arrears just to get the services connected again

In that regard, I would like to complain that DSTV have no fair consumer practice. Their self service in not consumer friendly, yet they recommend customers to use that service. The consultants advice you what to do, but services still get cut off

My name is Mmabangwe Mojapelo Id number [protected], contact number [protected]. My account got suspended on Saturday (07 may 2022).I called the call center for assistance, I was told that there was subscription done on my account on the 28th February 2022 which system error. The lady who was assisting me told me that my account will be reconnected within few hours and she will make requests for it to be done immediately as the fault was on their side.

I waited until the following day and my account was not activated. I called on Sunday and explained my story again, the lady who was assisting me confirmed what I was told on Saturday and I was informed again that my account will be reactivated.

It wasn't, I called again yesterday (09 may 2022) the lady who assisted me (who I'm not happy with her service) told me that I owe 179 because I have subscribed to certain things that I'm not aware of. And even I told her that I didn't she was so adamant that I was the one who subscribed to such. I requested her to call the manager. The manager requested me to send a proof of payment payment, I did and requested to call me back after that. I waited for the manager's call however the lady who was speaking to me previously called back. We still did not agree and I requested her to call the manager again. She informed me that the manager was in the meeting and will call me back after 30 minutes. I am still waiting for that call.

What I fail to understand is I pay my dstv on time (25th) of each month and I am told that the reason for disconnection is because I pay early and not on the 2nd. My family has 4 days without TV because of something that was done erroneously on your side.

DSTV has cut my service now for the 10th time with an error 102-29 and package. I was assured that this won’t happen again

1. Paid the 18th March – sent proof of payment Wednesday, 23 March 2022 08:48 - Ref : [protected]

2. sent proof of payment - Sunday, 27 March 2022 09:32 - Ref : [protected]

3. sent proof of payment - Monday, 11 April 2022 07:58 – Ref : [protected]

4. sent proof of payment - Monday, 11 April 2022 18:08 – Ref: [protected]

5) sent proof of payment - Saturday, 16 April 2022 08:09– Ref: [protected]

6) Paid on the 19th March 2022

7) 22.04.2022 – Received an SMS – stating payment not received

8) sent proof of payment - Friday, 22 April 2022 15:15 – reference number is [protected]

9) sent proof of payment - Friday, 08th May 2022

Bright confirmed that his finance department does not work on a Sunday, we will wait

22 Feb-received sms about 3mnth offer, i took the offer &pd accordingly. My account pmnt date is 3rd. Apr,7th my services were suspended. Phoned-in explained i took an offer,services were reconnected. 22nd account was blocked again. Phoned-in, i was told i must email the offer. Emailed&received response-offer no longer available without explanation

I pay my dstv account via debit order, I used to pay t by cash bt due to the office nearby always off line, n also double paying the account cash and dstv deducting same month. Yesterday my system s blocked, the message sent s non payment n m being fined. Dstv s deducting every month why not now when there's money in my acc.? All these months they were deducting, why not now.? Am I suppose to pay the fine for something I did not do?

I have recently discovered that DSTV charges what they call an "overdue" balance.

They explain it in this way: if your 30-day agreement cycle is for the 3rd of each month, and you do not honour the payment on that day, they will typically grant you a "grace" (unstipulated number of days) where your service is not cut.

If, for whatever reason, you do not continue to pay, they will cut the service and you will be charged for those days that are in excess. It somewhat sounds like pro-rata, except it's back-dated.

My issue is where I am expected to pay "overdue" balance on a pre-paid service. I made an example with the telecom companies and how they sell internet data for a fixed number of days and that at midnight of that expiry day they cut the access immediately.

Surely it cannot be the responsibility of the customer to make sure that the service is cut. If phone companies are able to use a system that cuts services on time, I do not see why DSTV cannot do the same.

In addition to that, I would like to know on the legality of charging overdue balances on pre-paid services.

I am going to be lodging a complaint with the consumer complaints commission regarding the constant repeats on DSTV while charging me almost R1000 per month - in addition the having to 'pay' for the constant barrage of advertising. This is TOTALLY UNACCEPTABLE. I am tired of being ripped off.

If you took all the repeat programmes off the system - you would be left with not even enough to fill 5 channels. It is an outrage.

I am Pieter Saunders. My new Explora ultra was sceduled to be installed yesterday, 25/4/2022. Ref no; 6KRKEU.

The installer; Corlia's informed me that they have received the Decoder no; A305138797 which was invoiced and delivered to them for me.

Apparently this decoder is not allocated to me but to a certain Franklin Davids and cannot be installed for me.

The installers supervisor Justin Lindley also refuse to talk to me.

HOW CAN A MAJOR COMPANY SUCH AS MULTICHOICE SERVICE THEIR LOYAL SUBSCRIBERS WITH SUCH POOR SERVICE.

SURELY THIS DECODER WAS INVOICED TO ME AND DELIVERED TO THE INSTALLER TO BE INSTALLED FOR ME. HOW CAN IT BE ALLOCATED TO A MR FRANKLIN DAVIDS?

THIS IS BASIC GRADE 7 ADMIN ERRORS. WHAT GRADE OF EMPLOYEES DOES MULTICHOICE EMPLOY?

I HONESTLY NEED THIS TO BE SORTED OUT IMMEDIATELY!

THIS IS PATHETIC SERVICE.

I AM STRUGELING WITH MULTICHOICE SINCE 28/3/2022 AND KEPT ON BEING DISAPOINTED BY THE POOR SERVICE AND KNOWLEDGE OF YOUR EMPLOYEES.

GREETINGS

Pieter Saunders.

I paid for dstv streaming premium via card on the 13th april. I still have no service. All I receive from any platform from Dstv is reference numbers. This is paramount to theft.

Pathetic...

I changed my back account details in March 2022 Dstv loaded my details on another customers account and have been deducting premiums from my account for another customer, I called to report this fraud and was told they will have to contact the other customer first to change his bank details that is the only way to remove my account from his profile, still not don’t and my account was debited again for R 2033 and dstv still not helping and this is fraud u used my bank account on someone else’s profile, so much for Checking the account details and security checks when changes details. I’m at a point of cancelling Dstv so scary how they can do this and be so calm when told about it like it’s legal

On 01 April 2022 One of your DSTV Installers TTS LNK Services Mugan came out to 10 Jenny Street in Brackenhurst Alberton. He installed Dstv for Miss M Reynolds account [protected]. Since then she has had problems with signal Error code E48-22.

Miss M Reynolds contacted the person who installed the DSTV on the number [protected] which he provided.

He is refusing to come and sort out his mess without charging another R450.00.

I feel that this is really a disgrace as she paid R2800.00 to have it installed.

I bought my new decoder and brought it home, when I started to activate an account with multichoice/DStv I found out that someone with different names has used the same id as mine and I was told that I can't activate mine because someone has opened an account using the same id number as mine.

They told me to go to their agency to resolve.y issue.

I went to their agency and was asked to give them an affidavit from police and my certified id.

I was told that they will call me for an update, I waited until 3 days but nothing happened.

I called customer service and I was told to call the fraud department but their line made me to wait for an without taking my call.

Now I got stucked with the new decoder which I can't activate an account with it.

Help me guys, I called their customer desk many without help.

A full month is gone now waiting for them to resolve the issue.

My name is Hp Sikhosana I'd [protected]. I applied for DStv internet on the 25th of March same day these amounts we're debited on my account R189.99 and R73.84 we're debited on my account waited for the rooter did not come I was due to pay my DStv account on the 16th of April and realise that my balance has escalated to R839.00 phoned DStv and told me about the internet. I told them that I received nothing and request to cancel it but that was not done on the 20th those amouth we're debited on my bank account R104.73 and R74.76

I applied for dstv internet ,made payment and after weeks there's still no router. I have called so many times just for them to make me confirm my address over and over again ,and them making promises of delivery all over again but no success. I can't even pay just for my package which is around 300r ,I am paying 600r cause the internet are link to my decoder,so what's going to happen now ,it's almost end of the month again ,and trust me they are waiting for the extra 300r without me having a router

I was happy to see dstv using vodacom vodapay app as their payment merchant and I made my payment through the app only to regret the choice later. It's two weeks since I made the payment going into my third week that I'm disconnected on my services all because my payment can't be allocated cos they want a PDF format proof of payment of which I send but the dismiss as invalid all because it's not a bank statement but a transaction receipt of payment from my virtual card payment.

I have been calling multichoise with regard to the internet router which I have paid for it to activate it still nothing is happening I have spoken to about 10 consultant nothing is happening come month end they want me to pay them for no service their service is bad I am returning their router I cannot go and Rica their Sim card why did they not Rica Sim card I cannot run arround and do their Job

I Called DSTV several times from the 13th.04.2022 until the 15th.04.2022 without any assistance as they promised. My issue is my Internet router which says Connected without the Internet and the problem is the RICA as they advised. They informed me it will be resolved within 24 hours and today I am still not connected..

Customer number: [protected]

The issue is the Sim number shown as N/A SIM No.:

N/A S/N:-

[protected]

Can this Problem be resolved ASAP. I am using this router at my Rental Work Place Piet Retief and my Adress provided for RiCA is Polokwane as I have included 2 Adressess where I will be able to use the Router.

I am disapointed with the service I received from DSTV. I called using this no [protected]

14 April 2022

I apply om the 1st of March for the combo of R499 which include 50G data and dstv Compact, now they come with other stories. I really not happy because everyday its something else.

Please phone me on [protected]

I'm completely dissatisfied with the customer assistance I've had from DSTV.

I was billed R936,00 last month, which was beyond my package, and DSTV promised to repay me in 5 working days.

Nothing happened after 5 working days, and when I called to inquire about the refund, I was told that the agent who assisted me lied to me and that there is no refund from DSTV, so I asked the guys (Jube Pillay) to check the recordings and provide me with feedback because I don't trust any information that I receive from DSTV, and they promised to call me back in 48 hours, which was on 04 April 2022, and I have yet to hear from them.

Today I called DSTV and was completely ignored by the Team Leader (Kenan Munsam) who promised to call me after hours but never did. Worse, when a lady named Ntathu Shembe tried to help me and sort out my package, it was locked because they put me on price lock without my approval, so now I'm stuck with bad customer service and a lack of trust in customer service.

I'm hoping that my complaint will be dealt with quickly, or that I'll be forced to document all of my concerns and frustrations with Hello Peter.

Regards,

J. Dhlongolo ([protected]

angry customer