MultiChoice Africa / DSTV

I would like to lodge a complaint with regard to DSTV. On the 6/October 2019 i called to upgrade my service. I was instructed that i will pay the amount of R809.00 for full premium. The calls are recorded and the person that i spoke to said to me that i will pay on the 1st nov 2019 and i advised the consultant not to activate anything on the account only R809.00 is agreed. Today the service has been cancelled and we only get paid on month end. I have been calling for almost the whole day with no help. Reguest for team leader was placed on hold for almost 20 minutes.. Its unfair how you run your business. I requested for the call to be listenned that wa at 2pm and someone must get back to me nothing ..

Account holder Samuel Matsoso
contact number [protected]/[protected]
id number [protected]
Please call us back with feedback

My DSTV PriceLock account has been debited with the incorrect amount for a few months now and after numerous attempts from my side to get someone to rectify this, not a single person has even bothered to give me feedback after my complaint has been escalated to the PriceLock Department on several occasions. The turn-around time for feedback is between 24 and 48 hours. I wasn't aware that it has now changed to "NEVER"!
Absolutely PATHETIC!
A bunch of lying (never calls me back) cheating (debiting amounts not signed for by me) thieves (stealing my hard earned money)

I cant even begin to describe how disappointed I am with this company.

I installed my account in 2015 while living in Mpumalanga - for a very cheap option as I was living there without family and didn't need all the channels at that point. On the day of installation, I realized the package had too few channels so I phoned them immediately to upgrade. The agent on the other side assured me that it will be upgraded and I was sorted out. Now we all know how this works, you don't pay, you get cut-off.
In January of 2016 I disconnected my account in because I was moving to another province. Which i was told can be done hasle free and I can always reconnect, cool. but as time went on, i couldn't reconnect as I rented in flat with dstv connection already and didn't need to connect mine.

Last year 2018, I tried to reconnect because I moved now to another province and living with my family now and I was told to pay R600 because my account is in arrears - WHAT!? How does an inactive account accumulate debt? It has not been in use since 2016 and now they say it has been running in background or something to that effect.

Appearantly I had double account for 1 residence - which is the cheap package that I cancelled on installation ( it was Not cancelled or just upgraded to the package of My choice by the stupid agent who assisted me telephonically when I opened the account) and the upgraded package i continued to use till I moved away in January 2016 .. how is that even possible? On whose residence was this dormant account running that I now have to pay for? Whose account am I now being forced to pay because as long as I had Cancelled my account, I shouldn't have to pay for one that was being run without my knowing .. this is soo messed up on so many levels .. will rather install the OpenView and save myself the trouble

I contacted you in 21 December 2017 via Facebook and again in 2018. In my correspondence with you via Facebook on 22 Sept 2018 i sent communications of a message i received prior that stated that my account has been active but used by different holder - how in the hell is that possible when I deactivated the account Myself - wasn't the agent supposed to note this that the account holder is DEACTIVATING the account and shouldn't he have consulted me to enquire about a sudden different holder using MY account ..something fishy going on

This is hugely frustrating, dating back Feb 2019. Communication with an agent (Khulekani) and Team Leaders (Phelelani, Briden) and later with Managers (Zamani Ndlovu, Tebogo Thobejane) to have premium account upgraded to PriceLock. Currently now (October 2019) this has not been done and was promised in writing of the amendment, several times.
Find attachments of confirmation and communication from two Managers with apologies and promises of these amendments.
I will now escalate this further to social media, other publications and including HelloPeter.
I have all the relevant information now to confirm my premium account should've been updated from EndOfMonth Feb 2019 with correction of outstanding credit funds to my account.

I can't begin to explain the bad, pathetic service I've received from DSTV. My service went off on the 27th October 2019 at 10:00am and at 20:15 on 28th October 2019 I'm still trying to get my service connected. I checked my cellphone and I've spent two hours on the phone with DSTV customer service trying to connect service. I tried upgrading which couldn't be be done and I get charged R58. 33 for them trying to upgrade. I went out in the rain to go pay it and still no service. Customer service advises have this s**** of getting rid of customers by keeping them on hold for more than 10 mins till you end call. No one calls you back. I even tried calling price lock department thinking I was on price lock and that might be the gerrir when upgrading and then the craziest thing happens the so called manager says that the customer services advisor don't know what they doing and also shifts responsiblity. After I explain to him that his the manager and I would expect him to take action and be a manager. He replies by saying he will get the right people to call me immediately. That was at 13:00 today and it's 20:30 now. This complaint does begin to express how upset I am. Going for day 2 with no service and I over paid before my bill is due, but seems no one cares. And they ask why they loose so many customers. Today 29th October 2019 still no service

Good afternoon

I just spoken to you Anelisa with regards to my problem service from your company Multichoice.
Reference number quoted above and I need assistance with my TV as you promised to escalate to your superiors.

Multichoice is quick to penalize even though they know from their systems-you haven't been active.
I also need service for my money as you do with your financials. We experienced Bad service as you always have outsourced Technicians that charges us for their service whereas they are doing all at your company expense.
That is not on and also the calls towards your call center is very costly.

Why do we have to pay always when you can provide service? Do the right thing and advise your superior or I will have to find a more effortful way to escalate my problem.

I am waiting for your email explaining all-having had spoken to you.
Reference number is 5042966i159.
Promised as escalating to Technician or her superiors.
People have had too many complaints, similar and if not doing anything about it.It will need to be taken to a higher level even if it includes license to broadcast.

I have been struggling to get customer service from DSTV for the past 3 weeks.

It started woth DSTV trying to take a debit order for the amount of R2600 in stead of R900.

I phoned on the 7th of October when I realised the mistake. DSTV informed me that was a mistake an the correct amount will be subtracted and I will receive feedback within 72 hours.

The only feedback I received was my DSTV being cut of on the 11the of October. I phoned DSTV to try and sort out the issue. I spoke to a manager eho promised to escalate the matter and to sort it out. Telling me he cant reconnect (which was not true). He promised to phone me back whic also did not happen. On the 11th of October I made 9 calls with a total of 230 minutes. That is almost 4 hours.
After all this wasted time nothing was resolved and my dstv was still not connected.

On the 13th of October I tried again.I spoke to someone who lromised my DSTV will be connected before the end of the day and my account rectified.

On the 14the DSTV was still not reconnected. After half an hour and no assistance from the Jhb Branch did I phone the Pretoria call centre. There I spoke another half hkur on the phone with a manager who directly reconnected the dstv and promised to handle the account and rectivy the billing error and to get back to me.

On the 19th of October my DSTV was disconnected again. I have not heard anything from the manager promising to sort out the mess and phoned the Pta call centre again. 6 calls later and another 45 minutes latwr I was again promised account would be rectified and my DSTV was reconnected.

24 October was I again disconnected and after another 22 minute call was I reconnected and the same promises made.

Today the 28th of October. My account has still not been rectified. My DSTV again disconnected. 3 calls and 40 minutes later and still no assistance and another call I was hung up on.

I dont know what to do anymore and think it better to just disconnect my DSTV. Absolutely nl servkce and empry promises with no feedback.

On 26 october at around 18oo I upgraded my package from compact to compact plus, I paid in the addition difference and logged the call via the whatsapp line and playstore app to clear the error code e16-4.

Both the apps returned with status cleared, I then call the help desk and spoke to the first agent, who told me to bring the decoder in, after 45 minutes of my call cost and then at 20hoo I spoke to the supervisor ayanda mia and another 30 minutes later of my call cost she said the problem cannot be resolved and the technical team will fix the problem by 23hoo.

By 11h00 on the 27 oct problem still not fix, I then did the full process again and after another 45 minutes with agent nontando mtnhangas the problem was still not resolved only to find out the my services were now full disconnected.

Now dstv will want a reconnection fee for a simple request which the failed to resolve.

During February 2019 I requested a settlement letter and received one that would load properly. I could see on the letter that the settlement amount was R2376.58, the letter was in html format and I couldnt follow the link to set up the payment plan.
I asked for the letter to be resent in a format that I could use and was sent a letter by another person, still in the same format but the amount was now over R3000. I queried the increase and was asked to forward the original letter, which I did on the 14th February and I have never had a response, even after various follow up emails.
On the 15th October 2019, and without any permission to do so, or even any correspondence since February. Multi choice attempted to debit my account for R5753.

My TV set accidentally broke on Saturday, I then contacted Multichoice to disconnect my ser ices until my TV is fixed, they are refusing to assist me and keep on referring me to Terms and Conditions which were never presented not explained to me. Why is it that when one upgrades, you assist them within a blink of an eye, but when one wants to downgrade or diz on e t their servi ces, you take us from pillar to post? This kind of behavior must not be tolerated. I demand that my decoder be disconnected

I opened a price lock account with DSTV beginning of the year and in May or so my contract ended at work. Then I proceeded to cancel my services with price lock and down scaled. I opted for DSTV plus which I paid for one month there after I stalled . My outstanding payment was R1200 and to my surprise I payed my services and still with my payemnt I got a notification of an R800 fee to pay for re-connection within a period of a month. I am not given a clear discription of what s it I owe.

I need an urgent response in this regards.

Good morning

We sold our PVR decoder to our friends, we contacted DSTV to assist with a change of ownership (ENQUIRY REFERENCE NUMBER : 2359891). Unfortunately they informed us that we still owe an amount to them and that change could not take place before the outstanding amount is paid, I requested the audio files of my telephone conversations with the sales consultants where I cancelled our subscription and confirmed numerous times that the month we cancel our subscription the last debit order will go through, and that there will be no outstanding monies due.

No one has contacted us yet, and I am super annoyed and embarrassed, as this is delaying my friends activating and using the pvr.

Kind regards
J Swart

I have cancelled my subscription on the 01/07/19 using self service and screen shot as proof of payment. My account was still being debited for august and september and october, however a refund was given for October. I awaiting my refund for august and september and have emailed them numerously. I am highly dissatisfied as I used due processes and when it comes to the refund my money is with dstv and I could have earned interest on my money instead of being in their account. I hope this matter is resolved asap.

We applied for the price lock service, the day of installation the service was not working with a promise that it will be resolved. No TV services were received, the call center conveniently puts the phone down when they do not want to assist you, this was done by a manager at dstv, it is been 25 calls and hours of airtime and I am still paying for a service I am not receiving! So frustrating, dstv is very unprofessional!

Over the past 2 days dstv has disconnected my package however on no fault of mine. I rang dstv and spent 30mins the first day. When they told me they see the error and it was fault of dstv. But told me to pay R125 which I did. Only to be cut off the next day. I call in the next day and spend 35 mins on the phone with a lady.Thandeka who does not provide any assistance. Puts me on hold and does not return. I then cut the call and rang again to find out that all management are in a meeting and their systems are offline. My dstv is still not connected. I am not even close to my pay deadline. But I have been disconnected twice and charged reconnection. Further to this the durban call centre has been no help. Rude arrogant staff who cannot help. No managers no supervisors. Poor customer service. 20mins later I still await dstv to call me. Very disappointed with the service I have received yet we paying for packages that you don't get proper service on.

on the 15 October i paid
My DSTV amount of R530.00 but am suprised on the 23 October 2019 my system switched off and i called call centre to re-open it, but on the 26/10/2019 my system switch off again.

dstv i am not happy about your service i pay on time, i use my money to call you.

if dstv doesnt need my service tell me so i can go somewhere else

Good morning.

I am very disappointed in your call centre's poor Custer performance.
Firstly I have never missed a single payment. Last month I was still on the compact package paying R494 monthly, I then decided to call in on the 1st Oct 2019 to upgrade my package to the premium, endless hassles just to upgrade it but eventually it worked, I asked the consultant to please let me know what I need to pay in and they gave me a total of R369 which I paid in immediately.
Our premium package was connected and we could view... So coming the end of this month I would pay R905 which is (809+95) for extra view.

In saying that on the 25 Oct 2019 I went on my dstv app like I usually do to check my amount I needed to pay, to my dismay it showed an amount of R1808 due for end of this month, I got a shock as to the amount due and called in immediately.

Each time I called in I got told a different story, and every time I keep going on to my dstv app it keep showing different amounts due. Then it showed I owed R1798, then it came dwn to R1793... Since 12 the afternoon up u till 22:00 the evening I have been phoning in and noone could help me, ther was a time I was told I'm using a pvr which clearly I'm not, I was also told they can see I have done a upgrade on 25/10/19 and it's pending that's why my account is inactive. Yet whole month I have been watching the premium package, which is mind blowing as to why I want to do another upgrade... Then both my primary and secondary decorders was blocked, at a time I got told that my extra view is not linked but yet whole month it was perfectly fine. I was also told to pay I. A R71. 40 for them to activate my account again because it's a prorater rate, which I immediately did

Now I am sitting with the premium package and non of my channels can work and Noone can do anything because this case needs to be logged.

I basically am paying now for dstv which I cannot watch.

How pethetic. It quick for use to receive our money nd help upgrading our packages but the moment their is an issue then it's a hassle.

I am very disappointed in your poor service

I upgraded my decoder to and explorer price lock of R499 round about April.
When i took this offer i was told that my monthly debit order amount would always be R499 unless if i took something extra on DStv (eg : Showmax, Boxoffice). So last month i was charged R647.35, mind you, i had not rented a movie or subscribed to showmax. So i gave Multichoice a call to get answers, but they couldn't give me answers except the fact that i have 2 subscriptions of showmax, of wich i knew nothing about and they said they can t cancel it on their side, i am the one who has to cancel it. as to how i am going to cancel it, i have no idea because i don't even have the login details for it. so they offered to escalate the matter to showmax with reference number **********0-C1 and this was Snegugu and they told me that i will receive a call with assistance regarding my query. i waited a week passed and no call. i called again and they told me that they are sending a reminder and that the turnaround time for my claim is 2 weeks. i then realized that i will not be getting answers as it seem like the people who were assisting me were not clued up on what was happening. i then reversed my R647.35 and paid R500 wich is the amount that we agreed on upon taking the offer. which caused me R40 extra charged by my bank. Then surprisingly on Tuesday the 22nd Oct, Multichoise deactivated my services as if i did not pay them. I called in to find answers but yet again, nobody could answer me but all they could do was refer me somewhere else. i asked the lady i was talking to to call her supervisor, but because of her bad attitude she instead decided to place me on hold for more than 20 minutes and on top of that she muted the phone for about 10 minutes listening to me venting out my frustration to my daughter, when i finished venting that is when she pressed the hold button and her name is NONDU(please kindly listen to the call). then i called again and found a guy Ayanda M... who was willing to assist but also sounded like he didn't know what he was doing until i got cut off. When i checked the app, i was apparently owing R79 which i still don't know what it was for but still i paid it because my kids needed to watch TV. Today again when i check my app the amount i have to pay is more than R500. CAN SOMEBODY PLEASE TELL ME HOW MUCH I AM SUPPOSED TO PAY ON THIS PRICE LOCK PLAN? CAN SOMEBODY STICK TO THEIR PROMISES. PLEASE

Good day

We have been on our package for years now and we have our favourite channels that we been watching all this time. eg. Mcity Nickelodeon.
What and why is it right to change our package to a more downgraded one as we have never complained and have always paid our account.
I find this unacceptable and totally unfair.

Kind regards
Audrey
[protected]
Lourens Erasmus

I have requested a settlement letter to determine if I can cancel my subscription. I have contacted dstv on multiple occasions and have not received settlement letter.
I am also due a refund for over billing on my price lock agreement which has not been done yet.
I have sent and email, contacted the call center and used the chat option to speak with multiple agents. The agents all said they would request the settlement from the price lock department but this has not happened yet.