MultiChoice Africa / DSTV

Morning

No installer has contacted me.

Nelson Murugan
Maintenance Support System Specialist
Belting and Electrical Workshop
For and on behalf of:
Richards Bay Coal Terminal Proprietary Limited

Office: +[protected]
Mobile: +[protected]
Fax: +[protected]
E-mail: [protected]@rbct.co.za
Website: www.rbct.co.za

From: FreshDesk Notification email [mailto:[protected]@dstv.com]
Sent: 02 August 2021 04:22 PM
To: Nelson Murugan
Subject: Re: COMPLAINT REGARDING POOR SERVICE FOR ID: [protected] 1

ENQUIRY REFERENCE NUMBER : [protected]
Good day

Hope you are well

Thank you for your email, it is a pleasure to assist you with your query
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Providing customers with unsatisfactory service is not in line with our ethic. Please accept our sincerest apologies in this regard.

We have tasked an installer in your area to contact you.

Kind Regards,
Elizabeth Mashiloane
NMS Insurance Services (SA) Limited Team

For more information about DStv's Decoder Insurance, please click here http://www.dstv.com or contact us on [protected]
On Mon, 2 Aug at 9:27 AM, Mr Nelson MURUGAN wrote:
Mr Nelson MURUGAN :
This email and its contents are subject to our email legal notice at the bottom of this email

Morning

Please provide feedback, no installer has been assigned to this installation to date. Previous consultant did not come back to me as per telephonic discussion on friday.

Nelson Murugan
Maintenance Support System Specialist
Belting and Electrical Workshop
For and on behalf of:
Richards Bay Coal Terminal Proprietary Limited

Office: +[protected]
Mobile: +[protected]
Fax: +[protected]
E-mail: [protected]@rbct.co.za
Website: www.rbct.co.za

From: Nelson Murugan
Sent: 30 July 2021 09:05 AM
To: 'Dcc'
Subject: RE: [EXTERNAL] COMPLAINT REGARDING POOR SERVICE FOR ID: [protected] 1

Morning

A DSTV installer by the name of Sphiwe [protected]) called me yesterday to undertake this work but he was given a Durban address for installation.

My physical address is:
A1152 Mahlambulukana road, Ngwelezane, Empangeni.

Please get an installer from my area.

Nelson Murugan
Maintenance Support System Specialist
Belting and Electrical Workshop
For and on behalf of:
Richards Bay Coal Terminal Proprietary Limited

Office: +[protected]
Mobile: +[protected]
Fax: +[protected]
E-mail: [protected]@rbct.co.za
Website: www.rbct.co.za

From: Dcc [mailto:[protected]@multichoice.co.za]
Sent: 28 July 2021 04:44 PM
To: Nelson Murugan
Subject: Re: [EXTERNAL] COMPLAINT REGARDING POOR SERVICE FOR ID: [protected] 1

ENQUIRY REFERENCE NUMBER : [protected]
Dear Mr Nelson Murugan

We thank you for bringing your complaint to our attention

As discussed as per our telephonic conversation, we will allocating an installer to assist with providing a new Explora decoder as well as it's installation as required.

We appreciate the urgency of the matter and wish to assure you that our aim is to resolve our complaints amicably.

We humbly apologise for any inconvenience caused.

Kind Regards,
Mulalo Peace Phaswana
NMS Insurance Services (SA) Limited Team

For more information about DStv's Decoder Insurance, please click here http://www.dstv.com or contact us on [protected]
On Wed, 28 Jul at 10:14 AM, Mr Nelson MURUGAN wrote:
This email and its contents are subject to our email legal notice at the bottom of this email

Morning

Due to a power failure my DSTV Explora unit gave an exclamation mark(!) fault when power was restored. I failed to clear the error. I then took the unit to JJ'S Electronics in Richards bay to get it checked out on Friday the 23/07/2021.

The agent(Sphelele) then tested the unit and deemed it faulty. He replaced the unit with a new one but failed to get it working as well. The new unit gives an E107-4 error and has an exclamation mark(!) fault when a channel is selected.

He then told me to take the faulty unit and he will call me back which he did not. Yesterday I phoned him and he told me he was busy with a customer and will call me back. To date he has not called me.

Please advise as this is the second week I'm without service.

Nelson Murugan
Maintenance Support System Specialist
Belting and Electrical Workshop
For and on behalf of:
Richards Bay Coal Terminal Proprietary Limited

Office: +[protected]
Mobile: +[protected]
Fax: +[protected]
E-mail: [protected]@rbct.co.za
Website: www.rbct.co.za

To Whom It May Concern

It came to my attention that we have been paying for an activated decoder that is not in my possession.

We are loyal customers since the existence of DSTV and currently having 4 decoders (Premium package) on our account.

The decoder in question is: U201191139. Smart card nr: [protected].

I have requested your center to cancel this immediately.

Please check how long I have been paying for this and how you will assist me to resolve this problem.

Kind regards
Johan Minnaar
[protected]

We installed the xplorer ultra price lock +- 2 week ago. 1st is was a faulty decoder. Then we got another. The lady who helped us with the price lock subcription said they do a plorata and the payment is going to be just over R200.00. Then we got a message saying they are going to deducted ove R2000.00. We imedeatly phoned and they assured us the fault was on there side, and they are going to fix it immediatly. Which they did not. They deducted 2020.00 from our bank account.

Good day

May I kindly please get help regarding this matter already. My account has now been suspended and penalties added which have nothing to do with me but the incompetence in the billing department. I've tried resolving this before you even debited my account on the 25th of July. I immediately reached out to you after receiving a notification that you were going to debit my account for R1102 and I called and asked why but was told I missed a payment in June which wasn't true. I then obtained my bank statement which I emailed to proofofpayment department and Micaela Davids confirmed receipt of, apologize and informed me that this had been resolved it was an error on your part.
On the 25th you still went ahead and debited R1102 which was unsuccessful because of insufficient funds. I then called again to follow up on the mater but have been sent from pillar to post. 1 minute I owe R1665, the next R1358 and this morning it said R917.

Be kindly advised that I have no intentions of paying and incurred unnecessary fees because of your own doing but willing to pay my monthly subscription because had you not tried debiting R1102 in the first place but debited my subscription that transaction would have been successful. Already I have spent so much on you calling, emailing and bank fees.

Can you kindly please help or cancel my subscription!

Thanks
Nomawethu Monametsi
[protected]

It is a slap in the face of All Christians when cursing is censored out from movies and programs, but Not Blasphemy of the Name of Jesus Christ and God on the Family setting.

Utter Disrespect and Contempt shown by Dstv towards Christians !

Also start Rating movies with a B for Blasphemy so we as Christians can avoid such movies.

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?