MultiChoice Africa / DSTV
reviews and complaints

I've been calling since in the morning with no help, apparently I paid a wrong old account,they transfer me I don't no how many times and I was not helped.i just need switch account payment and cancel an old one.

So very angry with your service and this is not the 1st time.

I need to assisted today.

My number is [protected]

I have a problem with this removal of channels. Because everytime you change channels. The reason I joined this family package was because of the channels that you are now removing and putting useless channels, especially for kids and our Movies channel. I feel is not fair because every year you increase the fees. But we are not happy with this changing things is not fair for some of us.

Good day

I habe had countless problems with multichoice and hopefully this will help me het justice... I am a single mother to 2 kids aged 12 and 5... However I entered into a contract with multichoice in 2021... The conyract details according to a telephonic agreement that I will be paying r539 and r20 separate for the decoder insurance only for 24 months as it is on a price lock. However I added a netfix account which added anither r169. So now I have been trying to contact multichoice for the past year to date to resolve this as I was now billed r950+ which I cannot afford like I said I have othet financial commitments and habe kids too. So this is taking energy and draining me a lot... I am goin through divorce and now this put a toll on me financially, emotionally and mentally. I have ran out of options because should I stop paying my kids will left with no entertaiment. I habe wasted money as well from the calls I make to them and all consultants are very unprofessional and clueless in regards to helping... They will say different versions of the accout I am very confused and realyy eould appreciate some assistance in the matter.

I called multi choice in January to down grade my package. I was then told I'm calling to late if I want to be reconnected in have to pay the amount I had been paying and was told that my new package will then kick in from the 1 March 2022 I called the contact center this morning only to be disappointed and told the same thing. I was reassured that everything was done.

I'm very disappointed with multi-choice for the service they offer paying clients

i requested to speak to a manager and I'm put on hold for hours.

On the 26 February 2022 about 08h30 in the morning I discovered that my dstv package was suspended, my account was paid the previous day 25/02/2022 @ 16h40pm

When calling call centre to find out why, no one could assist after spoken to three consultants in different times all of them said I must send proof of payment and call back again, which I did for three times but still nothing happened

They will keep me on the line for a very long time all three of them without resolving my problem, this happened until I ran out of my airtime amount to R54,00 with the data amounts to 220mb

The issue is still not resolved, sent proof of payments about 7 times, this is pathetic and very agitating, I still do not know why is my package blocked/cut/suspended

I've been a loyal DSTV customer since you've launched your service. On 10 February 2022 my decoder became faulty and I drove all the way to your offices in Randburg. I was told by one of your call centre agents that the hard drive of my decoder became corrupt and that I needed to replace it with a new one. The agent then told me about the new DSTV Explora Ultra decoder and I duly signed up (a two-year contract) for one to be installed in my house.

The agent told me that I had to wait seven (7) days for an installer to contact me. It is the 25th of February today and I still haven't received a phone call, let alone a decoder! I have since phoned your call centre on a daily basis and every time I have to explain my story over and over and over again.

I have just spoken to one of your agents again and still no joy. She told me that it is out of DSTV's hands as the orders, installations and delivery of the very decoders you advertise is outsourced. When I asked if I could speak directly to one of them she said it's not possible. I then asked for an ETA of when I can expect the delivery and she couldn't tell me. This is totally unacceptable! It has been two weeks since I've signed a new two-year contract with you guys and I STILL DO NOT HAVE A DECODER!

I cannot understand that we managed to put a man on the moon 53 years ago, but we cannot get this right. Out of sheer desperation I asked the agent if I could not 'cancel' the order and start afresh and she said 'no'. So, where does that leave me? I am beyond frustrated, disillusioned and very upset. Please help.

My contact details: Ella Janson, [protected], #301 New Riviera Mansions, cnr 5 Main Avenue and North Road, Riviera.

The last ref. # I received: [protected]

I disconnected my subscription to dstv in December 2021, I first called the call center to discontinue they services on the first Thursday of December 2021 and the agent that I spoke to could not assist me, I spent all my air time calling dstv on that day and still no assistance.

I then called dstv again a week before my debit order was due for them disconnect their services this was done but the agent was horribly rude when I demanded that a debit order must not go through my account as first called dstv on the first week of the month, that's almost 3 weeks before my debit order date and I was not assisted instead my airtime was just wasted.

Eventually dstv was disconnected and I was refunded for the funds that were debited.

To my surprise I don't have dstv but a debit order went through my account on 22 February 2022 a month later. I don't have money in the account so nothing was taken but this has negatively effected my account.

I am experiencing a serious challenge, and the length of time it takes to resolved is the matter is unreasonable.

I am frustrated as my DSTV Internet router has not been working since December 2021 and your IT Department failed me in resolution of the issue which related to address then.

January 2022, the whole month they could not assist me even after 24 calls I made in an attempt to resolve the issue.

Yesterday I called again in an attempt to have the issue resolved, 4 Consultants I talked, who kept me on wait for a period average 1hour could get the issue resolved and they all 4 promised to call back but none.

The worse part of this is that I am paying for services I am not receiving and I am continously spending on airtime while the status quo remains.

Only today I was told that the is a amount over due which I am disputing. Below is the facts on account... and having to wait again for 24 hours will not resolve my issue as your IT Department refers to as cause of none service. The respond I received is that they could only attend to the matter when the issue of the overdue amount is resolve.

I am frustrated as I took out the DSTV Internet to serve a need for my school child who is due to travel tomorrow back to school in Tsomo.

Should the issue of none connectivity of the router not be resolved immediately, I would be in a big predicament as the router will not be in my presence for further troubleshooting and thus will render the DSTV Internet service not necessary anymore and will be left with no choice but to terminate all my services, report the matter to the relevant ambudsman.

Here is what prospered in term of the paymnet:-

1. My services were disconnected 18th December 2021, for non payment.

2. On 15th January 2022 I made an instant EFT payment of R968.00 this was after I realized the debit order was effected. (Bank statement herein attached for easy reference)

3. 21 January 2022 my services were disconnected owing to none payment as the debit order returned unpaid on 18th January. NB: the payment was already made as in point no. 2.

4. The amount appears as debit the credit on the same date thus causing this whole mess.

I humbly request that you treat my matter as a priority and urgently. The bad service and inconvenience I have already experience is unbearable.

DStv deducts randomly more than the transaction statement amount from my debit order.

The complaint was numerously made, by calling customer services and sending emails but it was either ignored or I received responses that do not address my complaint. No reason or solution or refund was given to me.

My complaint:

From: Elizabeth Erlank

Sent: Monday, 14 February 2022, 18:45

To: [protected]@multichoice.co.za; [protected]@dstv.com; [protected]@multichoice.co.za; [protected]@multichoice.co.za; 'FreshDesk Notification email'

Cc: 'Elizabeth Erlank'

Subject: Case reference: [protected] - I189 and I 192 for EC Erlank [protected] SC [protected] 535

Good day,

It is unfortunate that I must convey my frustrations with the services of DSTV / Multichoice.

After many attempts to get the matter resolved, I was told today by the customer agent taking another call of mine that all staff queries must be in writing

The attached email and reference numbers listed above have references.

In short, the query is as follows:

Since December 2021 in random months, additional amounts are going through on my debit order (see detail in the email attached hereto) – in all this time the reason for these amounts could not be explained to me, I am a pensioner and therefore not allowed to have child accounts, so that cannot be the reason, I am not paying anybody’s DSTV on their behalf and I have only one decoder in use (even though two is listed on my account statement), according to my statement my DSTV Fees is R 632.00 but over and above these amounts a total of R 5 326.47 was randomly deducted from my account from December 2021 till December 2022.

I had the battle to cancel the additional decoder & insurance from my account – on MyDStv I cancelled the insurance today but was not successful to get Decoder P [protected] deactivated.

My expectation is that I will get acknowledgement of this email from whoever will deal with this matter with a timeline on when I will have the money, unlawfully taken from me, in my account and secondly have the unused decoder deactivated and removed from my statement.

Your assistance in this matter is appreciated.

Regards

Elizabeth Erlank

The latest response from Specialistactivation:

ENQUIRY REFERENCE NUMBER : [protected]

Dear Customer

Thank you for contacting Billing and Collection

We regret to learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.

Please see attached transaction statement, we have debited 632.61 since November 2021 and consistently done so. Kindly be advised that decoder P4006 56464 is disconnected and had no extra billing. You may manage your account by downloading the Dstv now app by clicking on the following link :https://now.dstv.com/

Regards

Siphosihle Mhlongo

Billing Escalations

I received an email from dstv stating that I can reconnect to dstv compact plus at only r350 om for 3 months plus they will write off all arrears and reconnection fees. Upon receiving this email I pid the r350 only for them to tell me that I need to pay an additional r189. I then refused o pay the additional amount because it is not stated anywhere on the email or on the ts and cs that I will have to pay an additional amount

After spending an hour on the phone the matter was then escalated to the accounts department who was meant to contact me in 24 hours. And of course they didnt bother getting back to me so I had to call again after waiting for them to give me a call for two days.

When I called I was told they need to escalate the matter againand after 24 hours I was told that my services were reconnected. Everymorning sinc they reconnected my services I get an sms saying my account is in arrears and I need to pay so that I can get reconnected again.

I am tired of having to explain the same thing over and over again to the consultants. It doesnt even seem like they are aware of the cmpaign that is being run by their own company. They refuse to help me thy just say I should pay the amountb

We pay subscription fees monthly to enjoy TV programmes.

Is going up again!

Yet, we have to contend with the reglar repeat of programmes.

Is this value for money? I think it is highway robbery.

Please can you improve the situation to not repeat programmes regularly.

Customer number: [protected]

I started the Compact Ultra Installed Special Deal Discount contract in September 2021.

I was paying the agreed premium of R478.

In December 2021 and January 2022 I was billed R548.

I have called the customer contact number numerous times and spoken to a manager by the name of Clive and still have not been assisted.

I had joined the contract during a special and expect DSTV to honour the amount we agreed on.

I need my premium corrected to the amount I agreed on the contract which is R478.

Morning,

Why do I have no more access to DSTV Channels I used to have access to?

Some just disappear!

Are you as an Organisation as DSTV-Multichoice also busy but slowly cannot provide full services anymore.

Customer number: [protected]

I had 3 decoders with all Extra View connection,

2 off Explora

1 off Explora 2

All the above was struck my lightening I took the Explora and Explora 2 to Randburg Call Centre they replaced it with 2 off Explora 3A and queried as to why am I not being upgraded with one Explora 3A and one Explora Ultra. The Explora 3A replaces the Explora and the Explora 2 should replace with the Explorar Ultra. I also notice the inconsistence of Randburg Service because the customer before me had the Explora 1 replaced with the Explora Ultra. When I queried with the Consultant assisting me as to whys does Randburg offer different services from different consultant.

I was told to accept what they offering or keep my damaged items and that I would have to get a installer
to connect my new decoders and the installer cost is for my own account. I took the 2 off Explora 3A very
disappointed with DSTV Service to their customer. I took the 3rd Explora to Mal of the South as mu nephew told me that he received excellent service form Mall of the South and they upgrade his Explora 1 with the new Explora Ultra and it also came with an Installation voucher.

On the Saturday 12 Feb 2022 I took my 3rd damaged Decoder to Mall of the South hoping to get a better service and all to find out that I was totally wrong as all these consultants be it at Mondoer, Mall of the South or Randburg provides a service depending on the how they feel on that day. The most arrogant consultant assisted me and he replaced my 3rd Decoder with an Explora 3A and wouldn’t think of the Explora Ultra. According to the Consultant, the store he works only issue the Explora Ultra with a Explora Ultra. This is such a lie because my nephew a week prior got upgraded from Explora 1 to Explora Ultra at the Mall of the South.

Then the Consultant removed the remote the box and told me that his store removes the new remote on swap outs and that we must use old decoder remote. Again another lie because this store did not remove the remote from my nephew’s upgraded box.

It shows that DSTV and their Service Providers do not have common process to follow with the customer.

Each Service Provider process differ from store to store and within each store in a inconsistence from day to day

Regards

Mahomed

[protected]

I have compact subscription with an extraview.

On the 8th February 2022 my extraview showed E143 notification please note there was no changes nor tampering with connections I then called customer service and went through the troubleshooting with the agent via telephone however still no connection they then told me to please take both units to multichoice I then went to multichoice on the 9th February 2020 and told me that one of the decoders needs to be replaced which we purchased a new HD decoder the agent set it up on his side when I got home connected the unit still showed the same thing E143 phoned again went through restarting and resting decoders extraview worked for 3min and off again to E143 I then called again this is now R600 airtime down the drain the agent tells me there is an technical error on their side and there is 2 packages on my name this causing problems with connection and to rather cancel the 1 which I did they then forwarded my call to the technical department to activate my extraview worked for 3min and went back to E143 notification I then called again and the agent sent a link to extraview only works for a time then I called again spending R850 airtime and the agent tells me to call a installer I told her no ways I'm paying for installer due to this being a technical error on MULTICHOICE side.

Calling everyday for the same issue with no solution nor proper troubleshooting no proper action its now Sunday 13th Feb 2022 called again this morning and had to wait online for 25Min agent not knowing what the problem is.

I want this matter sorted out ASAP I'm paying every month DSTV and not getting the service I need and want and if this continues like this I will be canceling my DSTV subscription.

I have lost over R850 chatting to agents that are not trained properly and paying over R500 a month they are wasting time and money and it's frustrating and upsetting.

To much gambling and alcohol advertisements non stop on DSTV premier league games.

I love watching the premier league but the amount of advertising glorifying gambling and alcohol is very depressing. I have a young son and always switch of during half time.

Surely this will impact our youth in South Africa . We need to be more responsible. Enough is enough and I have decided to cancel my subscription.

I was watching "love, honor, BETRAYAL". It was playing the same thing we watched before the break, cutting people off when it goes for an advert, when it comes back it starts from the beginning and playing the same thing over and over again.

I watched it through because I wanted to see how it will end because of these repeats, when it was 21:50 for it to end it was cut while it was still repeating what we watched over and over; and the next show started.

Good day Mr Mawela

I trust that you are well.

We just received a sms regarding our DSTV account that is not up to date.

I have made several calls and spoke to Confidence on the 4th of February and explained the whole situation to her. She then said she will reconcile the account and send us an email as there is a credit on the account and then mail it to Mr Orchard's email address which I spelled out to her. Up to date we haven't had one single email from her.

On Sunday night when we switched the TV on the DSTV was off yet again. I phoned the call centre and I spoke to Zanele Kumalo and again I explained the whole situation to her. She promised me she will contact me on Monday but up to date no phone call from her either.

Last year on the 10th of December 2021 @ 21h05 I spoke to a gentle man to ask him to deactivate the decoder in Johannesburg ( x3 Explora DSTV decoders) and active the holiday home decoder from midnight the 11th of December as we are going down to our holiday home.

On the 3rd of January 2022 @ 12h27 I made another call to the DSTV contact centre and asked them to activate the decoders in Johannesburg as we are on our way home from our holiday home. I also asked that they need to keep the holiday home active till the 14th of January midnight as we have holiday guests and they check out on the 14th of January.

On the 7th of January at 11h55 I phoned the DSTV contact centre again to deactivate the holiday decoder as the guests left earlier.

On the 28th of December Mr Orchard paid R1 500 for the DSTV and on the 28th of January Mr Orchard paid R 1 039.

We keep on receiving messages that he needs to pay R 403.84 to keep watching.

What is going on in this organization ?

I spend hours on the phone with my airtime just to get no feedback from any of the consultants. Will I get re-imbursed for all the airtime I use to phone the Contact Centre constantly?

If there is a credit of R403 on the system as per Zanele why does he need to pay more? Why is his service switched off?

Please can someone help us to sort out this account. We have constant problems with our account and this is not the first time that I need to write to the CEO to get things sorted out.

Details

Mr R C Orchard

[protected]

Ref number on your sms Ref 9746200

It feels like the call centre staff just don't have the ability to attend to a problem.

Looking forward to hear from you,

Regards

Madeleine Alberts

In November 2021, I had signed up on the Black Friday deal which is R849 for the premium bouquet which includes a new decoder, installation and access fee. They had installed the new decoder and dish in January and today when I checked the app to see my next debit amount, I see that it’s R934. Upon enquiring, the consultant is not aware that I am on the Black Friday Pricelock. I am having endless issues with their billing department.

I have taken the dstv internet special @ R499 in December our salaries came in earlier and I tried contacting Dstv to alert them about the debit that wont be end of December but earlier. I couldnt get through. Nonetheless my account was paid which the amount didnt make sense. I paid R880 then there was a deduction of R329 later. Today I was made aware that I'm owing R1357

The biggest mistake ever was to take this contract with you. I was never told that i will fock up R1357. My name is listed on clear score saying i'm owing dstv that amount? I need someone to explain to me what am i owing and why am i owing that amount. I have heard a lot of people complain about DSTV and i blindly got in a contract wih you guys. I want out of this contract as i'm not happy with how you handle things. I was fine without this internet contract you hardly explain how the heck it works. My account number [protected]. Does one pay the internet and Dstv separate?