MultiChoice Africa / DSTV
reviews and complaints

Good day

Please see attached screenshots.
We had 1 free movie which was never given to us - neither did we receive the credit for it. we were charged R40 for the next movie

I called on 18th July and did not get assisted at all
called again on 29th and was told to email screenshots of the sms messages

This kind of service is extremely poor and shocking
consultants are useless and not willing to assist

ref [protected] - i 95 and 96

I won a free upgrade to Compact Plus for a month through DStv rewards scheme. Dstv will upgrade you free of charge for a month and after the month will downgrade you back to your original package. I pay R499 for compact via debit order. They now wants to bill me over R1000. Dstv social media is with alot of complaints regarding this and no action from them to rectify it.

They are frauding there customers.

Johan Stegmann
[protected]

On 30 July at 13: 49, I asked for assistance with my monthly payment using Watts app.
I communicated with Morobo. He could not understand what I want.
When I asked the question again, he wrote to my I am a " PLEB"
After the message he wrote " Pardon " If he is easily frustated and resolves to rude remarks, he is not fit for the job.

I wrote to him what does he mean by that. He denied that he said it.

I think he is not fit to interact with the customers

If you have an SMS number available, I can SMS all the messages.

P.P.Joubert
ID [protected]
[protected]

On the 11 June 2021 I contacted Multichoic about activating a decoder and to query my balance.

My balance was -R270 and wanted to understand why. I was informed it was a DSTV reward. I specifically asked if it won't create any issues for me and was told No. Today I am sitting with a balance of R738 instead of R400 odd something as normal.

Their social media Manager is blatantly refusing me to lay a complaint.

The volume of most advertisements on DSTV's Catch-up service are ear bleedingly loud. When the volume level is comfortable for content viewing it is crazy loud when an advertisement comes on. While this is not the case for all ads, it feels like most ads have much, much higher volume levels than that of the content that you are watching. I also believe that these extremely and sudden high volume level changes are damaging to expensive sound equipment.

I contacted your call centre regarding my billing which I was charged more than a R1000.00 more than my normal bill amount on below days:
DSTV call logged:
*27/07/2021 @10:35 with Lindile - reference - [protected]-i164
*28/07/2021 @ 18:30 numsile - Ticket no: [protected]-i173
To date i have not received any feedback.
Lindile - advised that she had escalated the matter to the accounts department and will then provide me with their reference number and a call back which to date never happened.
Numsile - advised that Lindile never escalated the matter and that she will do so. reference number given [protected]-i173 and still no feedback. I am sorry to say that your customer service is really pathetic. Your agents do not understand the meaning of customer service and never provide feedback as promised.
They promise to call you back but never do so. For us to not pay the amunt you guys will cut our services but for you to charge us extra and not refund us is totally unacceptable!
Kindly have this matter checked and resolved asap?

My name is Quintin Mboweni Ref: 5995552 I called the dstv call center this morning of the 29th of July 2021 at around 10am and spoke to Lena a call center agent I complained that I woke up to channels missing on my dstv package compact plus this happens now and again I told Lena that there are channels missing on my package and she said she will check and let me know what the issue is. In the background I heard a conversation between Lena and a coloured guy who is the team leader supervisor saying "what is this guy talking about he's not upgrading nor downgrading what the hell is he is talking about"? Upon the return of Lena to the call I requested to the supposed supervisor/team leader guy who she was talking to instead she transferred me a different department which is their technical department completely ignoring my request because I heard the conversation that took place between Lena and the supposed supervisor, I received the worst and unprofessional service ever and mind you this is a customer service call center which is supposed to be helping and assisting customers with queries and issues with accounts but instead of assisting the supposed supervisor/team leader is extremely rude and unwilling to to speak to speak with me. I don't understand how does multichoice employ such unprofessional people to work in a customer service environment if they're not about the customer service and yet they pride themselves to be customer service agents but are not even interested in assisting customers with their queries. I only received assistance from a technical guy by the name of Lonwabo who has promised to look into my complaint which I logged against the Lena and her supposed supervisor/team leader for their unprofessional conduct and lack of concern to customer needs and queries such people should not be working in a customer service environment because they lack the skills and knowledge of handling customers professionally. I demand for these individuals to be disciplined and for the management of multichoice to pull the recording and conduct an investigation into this matter because clearly these individuals do not care about customers at all.

I will be expecting to hear feedback from management soon you can reach me on [protected]@gmail.com

Regards
Quintin Mboweni

Since 23rd July 2021 experience problems with my account called and spoken to the team for 8 calls instead no help rather than waiting my money on airtime, problem is promised to be resolved but in vain wrote several emails but in vain, disappointed about the conduct and angry to be fooled around, unprofessional conduct expecting me to pay at the end of the month on my debit order with out enjoying the value of my money, last person I spoke with was yesterday told me that everything has been resolved but in vain, so disgusted, disappointed and angry about this issue since 26th of July 2021 my primary decoder is playing 100, called several times promised of resolvement but in vain, I'd number [protected], name and initial LFodi cell number [protected] wish I could cancel my subscription.
Kind regards
L Fodi [protected]

Hi am disgusted and livid, I have emailed spoken to guys on FACEBOOK laid complaints and Hello Peter and no one can assist.
Same Compliants where we win rewards and we end up paying for something never received. I won and upgrade and a 12 month rewards, never received an upgrade or the 12months. Instead I must pay as you guys started paying for my 12month free subscription then you stopped and now I must pay the 2months back. Your billings department is stealing money from clients choosing a few messing up there accounts and pocketing the money the pay to make it look like an error. You need to investigate that department. Its a struggle. I am on a Price lock on Compact Plus, as per your Facebook user, I was upgraded not sure to what then I must be paying 2 months back. How can clients be made responsible for your errors, you as an Company must be liable. No one responds to any client complaints, I am sure AFRICA has just as many that you don't respond to.

I was called by a lady claiming to be a consultant from multichoice with all my profile details from multichoice claiming to give me a special package of DSTV Explora, Netflix and Showmax to addition TV that I have that are not smart TV at R179 package at first I wS so reluctant she keeps on calling me until I was convinced at April, the decoder was delivered and I called multichoice and they told me they know nothing about the special offer and no one Called me till today, the packaging didn't even have contacts or address for On Air, the debit went through and I reverse the debit order so they can pay attention to me and indeed they called wanted to know why the debit order didn't go through and I told them why and they put me through customer service to make a complain Ref No [protected]-171908 they promised to contact me within 2 days they are still investigating, here comes the following months the debit order went through again and I reverse it they called again put me through customer service I quoted the same ref no this time they promised to come and collect the decoder and cancel the contract till today it never happened but the debit order is going through every months. Please assist.

Hi

I ordered an pricelock that includes instolation. And I was told that the decoder will be delivered to an installer. Surprisingly it was delivered by the delivery man.

I phone the installer thy came an do that job. Few day down the line the installer wants to come and rip of the sattilite dish becouse apparently the decoder that was delivered did not include the installation, while I ordered a decoder with instolation.
Now no one from MultiChoice wants bto take responsibility of the wrong decoder that was delivered to me . Instead thy only say "we apologize"

Can you please assist I want this to be fixed or MultiChoice to come and collect the decoder and give me what I have ordered

It's 17:30.
Want to watch a movie.
Channel:
101 Clockwork Girl
104 Frozen II
107 Despicable Me
108 Ice Age

Seriously so many animated movies at the same time. You only have so many movie channels

My name is Lerato. I bought an Explora full package that includes installation. I was given the details of the installation company by the name of connection guyz on [protected]. I called them found a lady who is very rude and mean. She advised that she will send a technician. Left my job early 2wait 4the guy but did not pitch. Instead was rude. I m so frustrated and disappointed for the service rendered by DStv. I didn't no tht by buying that will bring m such stress and make people make m feel belittled. It rises many questions in mind as to y was i humiliated like that. They don't even present themselfs by their name. The technician number is [protected]. I m really hurt and couldn't even sleep

Good day

Due to emigration I cancelled my DSTV services telephonically in May 2021 (before I left SA). I have however subsequently have noticed a debit going off my account for July.
When I queried this with DSTV I was told it was Showmax being debited and that to cancel I would have to access the Showmax self service portal.

Firstly when I asked to cancel all products in May I meant ALL. At no stage was it communicated to me that Showmax was a separate entity.
Secondly when I followed the instructions that the email gave(which were to access the Showmax self service portal and cancel there), the Showmax site clearly says contact DSTV to cancel (I have attached a screenshot of this)

I have tried to access the DSTV self service portal to resolve this but keep getting a 403 internet error code and I am overseas now so phoning is expensive because the help lines are understandably understaffed due to the Covid 19 pandemic- My last call I held on for 40 minutes before someone answered.

All I want is cancellation of this subscription but I can't get hold of a person to do so.

Reference numbers received from DSTV so far 370 96282 and [protected]
Showmax reference number [protected]

I have called in twice regarding the same issue with an explorer decoder which gives an error when trying to access PVR functions.

The 1st time( 13721) I spoke to Zimkitha who gave me troubleshooting steps, which did not work, 2nd time(14721), I spoke to Naledi who was extremely useless and offered me no assistance at all, both times I mentioned I am calling on behalf of my Parents who are pensioners, and yet Naledi saw it fit to just take the ID number and proceeded to keep me on hold for 27 minutes and 13 seconds before I dropped the call, and Naledi did not even bother to call back.

I am truly appalled by the level of service I was offered, and I am still without any resolution, and as a Customer Service Representative myself for one of the top brands internationally, I can't help but wonder if Multichoice has a QA department that holds these agents accountable, because I can't understand how they can keep a customer holding for this long without even coming back to the customer, to explain the long hold time, I also don't understand why I was kept on hold to begin with, because there should be clear notes on their system, and also why would Naledi keep me holding for that long, for a technical issue, clearly the Customer Service Department is in the pits if this is how customers are treated.

My parents are old, and do not have smart phones to access the self service portals, it is so unfortunate that this is the treatment they are getting, when they have a package which costs them more than R600, which they have to take from their little pension money, but they get no respect from Multichoice?

It happens each time - my account is in credit, I activated my holiday home decoder you deactivated it

Multichoice africa / dstv keep deactivating my holiday home decoder.

This the 5th consecutive time - it happened on 30 march, 20 april, 26 may and 28 june.

On sunday 11/07/2021 I paid r 400.00 to cover the cost of compact plus and pvr access for 18 days (till 28 july 2021).

I went to dstv's web site and activated my holiday home decoder until 28 july 2021 with dstv compact plus and pvr access. Leaving my main decoder active as well.

I got confirmation that my holiday home decoder was activated and my wife (who is at the holiday home) confirmed that the decoder was activated.

On monday 12/07/2021, my decoder was deactivated by multichoice africa / dstv.

Why?

My account shows a credit of r301.48.

Phoning multichoice africa / dstv's call centre is just as bad. My wife refuses to phone their call centre following the fiasco when she last called in april 2021.

Following my complaint (detailed above) to multichoice africa / dstv, I received the following response (via facebook messenger) from one of multichoice africa / dstv's customer services agents:

"please note that you cannot have your [dstv] residential and holiday home decoders both be active at the same time, it is either you activate the residential decoder or the holiday home~sk"

Clearly sk, either:

- should not be employed to attend to customer's complaints, or

- this is a ridiculous new policy which conflicts with multichoice africa / dstv's promotions on the ability to activate a holiday home decoder while keeping the main decoder active as well.

I asked to speak to a multichoice africa / dstv supervisor but all I was given was their call centre number. A dead end!

I have two questions for someone in management at multichoice africa / dstv:

1. Do you have a new policy whereby you have discontinued the ability to have a holiday home decoder active at the same time as the main decoder?

2. If not, what would you like me to do to ensure that my holiday decoder stays activated for the period that I choose?

Smart card number - [protected] (10ks holiday decoder)
Dstv account: [protected]
Customer no. [protected]

Good day
I have a problem with my Dstv, all my channels are not showing except for channel 100. On other channels it says that the channels have been blocked or my service may have been disconnected.

The surprising part is that I have paid for my account for this month

The reason I am writing you this email now is because I have been calling Dstv since from Friday. I called the whole day without any assistance until one agent assisted me later on Friday and we cancelled the vacation home package, as I had explained to her and the manager that I do not have a vacation home and I did not call Dstv to activate that, the manager did some investigation and found that indeed it was not me who called to activate that package. After cancelling all this to my surprise on Sunday my package was blocked again for the same reason that I have cancelled. Then I went to multi choice in Ranburg, I stated my case I was told to go write an affidavit, I did so and returned it to multi choice on that very same day. I was poorly treated by your employees in ranburg was subjected to all ridiculous accusations that I was the one doing all this to my own account even though I am telling them straight to their faces that I know nothing about all of these accounts that are kept on being opened under my name.

I have now exhausted all of my options without getting any assistance. The painful part is that no one is taking my matter serious and I have already paid for this month's premium.

I am sincerely hoping that I would get some assistance from you.

Wittstuff Tshiamo Sibiya. ID no.

Dear Sir/Madam

My number is Lindile Nomvete I have two Dstv Decoders . The due date for both my Decoders is 9th of each month and I am paying R 820 for both of them. During the month of June 2021 I called the Dstv contact centre and requested that my due date be changed from 09th to 15th of each month and that was done. On the 10 July 2021 surprisingly my Dstv was disconnected and the account was increased rapidly from R 820 to R 1200 . I feel that is not fair because I have not even enjoyed any extra viewing. I had Dstv since 2014 but I never encountered such a problem. I the requested that my account be left unchanged. Please find this Ref number [protected]'i215

Your prompt response will be appreciated.

My ID number will be provided on requested

Regards
L.Nomvete
[protected]

I have recently upgraded my package to DSTV compact on the 15th of June based on the communication received from you. I took the offer on the basis that I will be paying R299 for the next three months as stated. On the 28th I paid my account which requested R111.93, later on the 1st I received a communication that I have to pay R303.60 I then opted to pay via the app which then requested me to pay R119.60. Unfortunately this was not the case my services were disconnected today due to non payment, now requesting R326.26 to be paid. I then called multichoice customer care to query, I was assisted by Terissa Jordaan and I was told that they can't assist me as I no longer qualify for offer of R299 as I did not pay for the upgrade within 24 hours whereas the communication from the WhatsApp when I did the upgrade started that the outstanding balance will be added to my next bill. I then requested for team leader, they said they are all in the boardroom and I have to wait.

This is totally unprofessional and incompetent, can I get feedback on this complain. I feel I was lured to upgrade for your beneficial only.

I've attached the screenshot of the communication during the upgrade and my payments receipts.

You can contact me on [protected] for feedback.

Regards.
Masilo Malema

I have received poor service from 2 technicians having paid both for the same job. The 1st one installed my dish to a neighbours one and I had to pay a second guy who joined old cable and after calling him for 2 days he promised to come in to repair it but does not pitch.
I really need to speak to someone urgently. I recvd a call for Multichoice at a bad time taking care of Ill Covid patients and could not talk as I assumed it was someone trying to persuade me to upgrade.I have had lots of those calls.
I have the details of both technicians
Des [protected]