MultiChoice Africa / DSTV

Dear Sirs

I paid in the amount of R859.00, being the amount due to reconnect my service on 21 September 2019. I called DSTV on Sunday at 2:20pm to enquire why my service had not been reconnected as I received an error message when I attempted to access DSTV. I was informed by the call centre agent that he had cleared the error and that I was required to turn off my decoder, remove the HMI cable, smart card and reinsert the it, whereafter I was to turn my decoder on in 10 minutes. I asked the consultant whether there were any issues with payment as I had made payment the day before. He informed me that there was no payment due and that the payment I had made the day before was reflecting.

After turning the decoder on, as instructed, the error had not been corrected. I called an agent half an hour later only to be informed that I needed to be an amount of roughly R359.00. I informed her what the agent had told me regarding the payment reflecting but she insisted cheekily that payment had to be made. I spoke to her team leader who undertook to hear the recording of my discussion with the agent who told me that payment was reflecting. I spent 30 minutes holding for him whereafter the agent, not the team leader told me that the team leader still had to listen to the recording. I hung up.

I request that I be refunded the amount of R859.00 IMMEDIATELY. I do not wish to speak to any of your agents or team leaders. Your employees services are a poor reflection of DSTV in its entirety. Please confirm receipt of my message and advise by what date I may expect to receive the refund. Please contact me per return emai. DO NOT attempt to contact me on my mobile or via any other means in an attempt to convince me to remain a customer of DSTV. The manner in which your customers are treated (this has not been the first time) is a clear indication as to why DSTV has lost the majority of its customer support. I await your most urgent response.

I made payment of outstanding amount of R618.00 on the 24.09.2018 at 02:32 am, I contacted DSTV 24.09.2019 and spoke to 2 individuals which confirmed the amount which included re-connection fee. They confirmed my proof of payments by the Accounts Department and re-activated my DSTV. Today (2 days later)I wake up to kids complaining the DSTV is off and I get a sms to say that it has been disconnected due to outstanding amount of R668.00 which is [censored].

I have 1 decoder as Compact and the secondary decoder as XtraView for the kids.
I was billed both decoders as being Compact packages individually and that's why my amount was freakn double what it is supposed to be.

Now I am being told that the individuals whom I had spoken to on the 24.09.2019 did not attach my proof of payments to my account and thus being disconnected and they are unable to do anything until the accounts department actions it and it can take up to 48 hours. WTF

I am about to start my shift in 30 min and have 2 kids screaming about freakn DSTV and it is holidays!

1. First i'm being ripped off billing me double for their misconfiguration on their
system
2. The staff incompetence for not attaching proof of payments to account which they
are busy with.
3. Being on the phone for 30 min for them to tell me that they cannot do anything
and only the accounts department can correct the payment attachment which
they take up to 48 hours.
4. WTF is this the service we pay for?

I am beyond freakn pissed

I made payment yesterday as per my payment date.
I called in to confirm the payment and sent the proof of payment yesterday as per attached.
I called again this morning as my service was disconnected and spoke to Hlengiwe Khumalo who lied and said I need to pay the R50.00 extra for the outstanding amount of last month.
If there was an outstanding amount for last month surely DSTV wouldn't have reconnected me last month.
When I insisted on speaking to a manager she then lied even further and said the R50.00 was for the Showmax which I cancelled a long time ago and surely Showmax isn't R50.00
I receieved a sms to say I needed to pay R637.51 by the 25/09/19 which was done.
I refuse to pay the R50.00 reconnection fee as my balance was paid by the due date.
Please also inform your management that there are incompetent staff members there who give clients incorrect information like Hlengiwe.
I was on the phone for more than half an hour with her and she said she cannot reconnect me.
I would like my service reconnected immediately as payment was made on due time.
I then called and spoke to Alvaro who assisted me immediately and was very understanding as he seemed to be the only person who understood my account.

This is disgusting service as to think people like Hlengiwe is the first line of communication when it comes to customers.

I'd number - [protected]
Names-Salome Mapula Malikane
I paid my account on the 21st, which is my due date. I pay according to the sms I get monthly as I'm one of the penalties.
Today on the 25th my service is disconnected. I spoke to 3 different consultants, xolile, Nthabiseng and the other one. They all sound like they don't know what they doing. Nthabiseng told I'm reconnected but when I get home, service still terminated.

Is not my fault that u guys had a problem with payment not reflecting on ur side. I have kids on holidays for heaven sake.
By 07h00 if I'm not reconnect, I'm taking this matter further.

on the 6th of august i called dstv customer line to inform them that i want to down grade DSTV package from dstv compact to dstv family. as time went i realised they did not downgrade as requested. initially i was on dstv family, i requested upgrade for the holidays, up to date they have not downgraded and continue to bill me incorrectly. i called again to report that the the packages have not been updated, and wanted to understand why. Ms Zamo Ntombi informed me that from the system she does not see any request to downgrade, i informed her that i did report, she said i must talk to who ever who assisted me on that day, i asked her to check on the system who it was, she said the system does not capture that kind of information, she can only put on the system to downgrade on the 3rd of September, but will have to pay acces fee of R95 on top of my bill, which amounts to R595, i then indicated to her, that i already paid that for the month of August, since the lady i was talking said, i was late to report, i should have reported on the 3rd of August 2019 or before, when i requested for my recordings for the day because i had proof that that i called, since tried to do the procedure on their WhaatsApp number, but unfortunately i did not have my decoder number, i resulted to using the customer service line. up to date the requested has not been followed. and they putting my account in arrears. i was not allowed to talk to the supervisor, apparently all supervisors were not available. my. Ms. G Maake. [protected]. my customer number is [protected] email address Vongani.[protected]@gauteng.gov.za. kindly assist with correct and appropriate billing, i will not pay for extra cost because just some one did not do their work.

My complaint is not about Multichoice per se but their accredited installer with the hope that Multichoice will be able to help and get them to do right by us as clients. On 13 September I had an appointment with one of their accredited installer named Admire, his numbers are ([protected]) who came to assist with connecting my Dstv explora in the new place I have recently moved to. On his way, his car broke down and I had to go fetch him and drop him off after he had installed the dstv which I have no problem with. Later on that Friday night, I noticed many of the channels were no longer playing and I notified him of this and he promised to come sort it out. I've been waiting and when I make follow ups he keeps promising to come and now is ignoring me. I really don't know what to do now cause I will pay another person and they do the same thing. Multichoice please help

I called Multichoice on the 14th of June 2019 and spoke to the consultant by the name of Lindokuhle at about 11:48 am and requested a downgrade from my Dstv Compact Package to Dstv Access to be done on the 15th of July 2019. The Downgrade was not done as requested. Once again, I telephonically contacted Multichoice on the 18th of July 2019 (Spoke to another Consultant by the name of Siphosihle - Ref [protected]) and queried why they deducted the amount for Compact and I was informed that due to technical errors on their system, they could not do it. The consultant promised that the matter will be escalated to finance department who will refund me the excess amount paid. I was further informed that the downgrade will be scheduled for the 15th of August 2019 as the downgrade can only be done on the next payment date as per debit order date.

Subsequent to that, I did a follow up on the 16th of August 2019 as the downgrade was not done and the excess amount has still not been refunded. Nokuthula Buthelezi told me that refunds take too long and the matter was still with finance department and I requested the amount not be refunded to me anymore since it was taking forever. I prefer that the amount be credited to my account and she said that could be done in few days. She further advised that I communicate directly with her via e-mail to avoid having to deal with different consultant as she was familiar with the case.

The first e-mail was sent to Nokuthula on the 26th of August 2019 and a follow-up e-mail was sent on the 28th of August 2019 and to date she has not responded to my e-mail. I did another follow-up on the 28th of August 2019 with Daisy (Multichoice consultant) who could not assist me but rather advised that I visit their Randburg Office. The matter is still not resolved due to poor customer service received from Multichoice. I would like the access amount paid for July/August be refunded in my account.

Honestly service we receive is utter nonsense, paid my account on the 20th in the morning, account due date is the 22, this morning the 25 woke up to account being locked, called call center spoke to Zanele got a attitude of a life time requested to send proof of payment, mind you I am home with a sick child you had an operation, all I could do is do a screen grab to show payment was done. 2 hours later called to do follow up was told no you only accept pdf not picture. Spoke to manager called s naidoo who told me she will lose her job for accepting picture. Is that what we pay for ref [protected]-ci. Payment doesn't take 6 days to reflect. I feel so disrespected and disgusted

Hi DSTV

I'm writing this as an unhappy customer. In July 2019, there was a promotion Compact Plus at R460.00 a month, no terms were explained to me that the promotion was only for July and Aug to pay R460.00 until I got a surprise on my statement this month (Sept 2019) to pay around R530.00. When I contacted your offices through DSTV Now, I chatted to a rude guy by the name of Sibusiso and he gave me attitude that I can't have my package downgraded and will have to pay extra R72.00 as it can only be downgraded in Oct 2019, I told him I can't pay the R72.00 and demand that my package be downgraded to Compact immediately and he failed to help me.

Can someone senior please address my request at no extra charge (R72.00).

The ref no Sibusiso gave me: [protected]-i116.

Regards
Itumeleng
[protected]

I am very dissatisfied with the service. I made a payment on the 6th September at Pep stores, I know the payment was late so I understand why it was disconnected. On the 9th September I contacted the contact centre and sent through the proof of payment to Junaid mohammed and she activated the service.

Then on the 14th September the dstv was disconnected again, stated I have not paid! I phoned and held on for 12min and 36 sec and then I was disconnected. I had to phone again, then the next lady I spoke to AGAIN insisted that I repeat all the questions again, she again stated that my account was in arrears and no payments are reflecting. I repeated everything that happened on the 9th when I phoned. Again I had to email the proof of payment. This time I was on the call for 22min 28 sec! Reference number for this call was (079431/262). She connected the service again.

On the 19th September my service was deactivated again! I phoned, was on the line for 4min 35 sec and I was told the system was down I must phone again. The lady rudely put the phone down in my ear. I phoned again and this time I was on the phone for 22min 28sec. Reference number: 6079431/I266. I spoke to Anele and she said the same that my service was disconnected due to non-payment. I again explained everything and she spoke to her supervisor Deran Maharaj. The service was activated and I clearly told her I want someone to phone me the next day because I was very unhappy that my service keeps on being disconnected and the payment was sent through 4 times and still the payments are not reflecting. Every time I am charged a connection fee which is unacceptable and I have to pay for the call every time. Up to date NO ONE has phoned me regarding my complaint that was logged, I also send a email 19th and NO ONE has come back to me!

Today is the 24th September and AGAIN my service was disconnected! I phoned again, a lady picked up, I gave my ID number and she said I must hold the line. I was on the phone for 15min 9sec then the phone was disconnected from dstv side.

I am busy consulting with my advocate Douglas J. Shaw and we are ready to take this matter further

My dstv service MUST be activate asap and transaction history corrected. I must also be refunded for time spent on the phone contacted dstv and also the activation fee. I made a payment so that I can transfer it to my holiday home. I also want to know what premium subscription fee is charged on my account? There are 4 amounts charged on the 13th, 18th, 23 and 24th!

I refer to this reference :‪2226990‬

Please reconnect my DStv with immediate effect.

I've been on the line for almost 3 hours with your pathetic and delinquent agents who cannot assist. Here are they:
PINKY CELE, NOKWANDA, PHILISILE, WENDY, XOLI MKHIZE. WORST IS THAT XOLI MKHIZE SAW IT RIGHT TO LIED TO ME. TELLING ME SHE DOESN'T KNOW THE SURNAME OF HER MANAGER, SHE DOES NOT HAVE HER CONTACT DETAILS, SHE IS IN THE MEETING. THIS IS THE NEW BRANCH WITH NO DETAILS. REALLY! REALLY NOW.

I NEVER SEEN SUCH AN APPALLING SERVICE. FOR THE FACT THAT THIS IT S NOT FIRST TIME DSTV CUT MY SERVICE AND CLAIMED UNPAID ACCOUNT.

CAN YOU PLEASE RECONNECT MY ACCOUNT AS IN YESTERDAY.

I've never worked for a company that is full of racism like managers and team leaders over there as for one team leader (Dhiren Maharaj) site 1 who took there agents for a team building only to get them drunk and ending up sleeping witn prostitute and having them two agents paying after he finished sleeping with them they are so pathetic they dont know what they doing they are so quick to hire and fire

I called in on the 23 September 2019 at 21:22pm and received very bad customer service, they kept me on hold for a long time I ended up dropping the call and had to call back several times, Iam extremely angry at how I was treated, send your agents on customer care services, the few years I've been with dstv I've never been so disappointed in dstv.

Please note the following complaint, it has taken 3 full days of constant phoning in order to have our extra view,
Connected, after having an error notice E16/4 for all these days.
On the 3rd day we have been hanging on the phone for at least 45 minutes two times and then being cut off, and still having to phone back each time.
Having our grandchildren here from Durban for this holiday period has caused great strain
With having no extra view for this 3days.
This service is not acceptable
and the time spent phoning at our expense over this period
Has been considerable when we should have been enjoying the family being here.
Your really upset customer.
Mrs S Spence.
Acc.[protected]

Good day

Please note that our office deals with complaints that bank customers have with their banks. Our jurisdiction is only limited to that interaction.

cid:image004.[protected]@01D48576.755D9750

Lisbeth Mokhachane
Team Leader: Case Processing
Direct Line +27 11 712-1806
Tel +27 11 712-1800

Sharecall +27 860 800 900
Fax +27 11 483 3212 / +27 86 676 6320

Website www.obssa.co.za

Bizcommunity Ombudsman For Banking Services press office
FFDA5087Ombudsman For Banking Services social media page
Physical Address 34 - 36 Fricker Road, Ground Floor, Illovo
Name:

Jacques Koster

E-mail:

DSTV - [protected]
Ek het paar jaar terug by DSTV aangesluit. Vir elke maand betaal ( aftrekorder gehad). Maar nooit was ons afgesny nie. Vir twee jaar was ek nooit afgesny of selfs n oproep gekry nie. Verlede jaar skielik word ek afgesny en toe ek navraag doen, was ek vir die eerste keer van die uitstaande rekening verwittig. Ek hul gevra om my al die details te stuur per epos. Tot en met vandag het ek niks ontvang nie. Skielik kry ek oproepe, dreigende sms'e van prokureurs. Ek wil graag van julle weet waarom ek die rekening moet betaal? Hoekom het, soos hul reels aandui, hul ons nooit afgesny nie? Nooit n boodskap op TV gelos nie? Waarom moet ek hul betaal vir hul agterlosigheid? Ek het n aftrekorder op n ou rekening gehad wat ek nie gereeld gebruik het nie. Sou die fondse onvoldoende geraak het, waarom was ek nie verwittig of afgesny nie? Die rekening staan nou op R 19000.
Kan julle my adviseer en bystaan in die aangeleentheid.

I received a message as always about the amount to be debited on my account on the 20th September. I picked up that something was wrong and I then called DSTV on the 17/09/2019.

I was advised that their system is down, I requested to speak to the Leader and I was advised not available as they are in a meeting. I was not impressed when I raised my concern I was told that DSTV is an inbound call center I should call back. lIne dropped.

I called again on the 18/09/19 I was advised a call back was gonna be arranged for me, stil nothing. Called later on the day while I was explaining my issue, line was released on my hears. My time, my airtime no help.

Boom on the 20th wrong amount of r761 debit whereas I am on a lock up.
I am not a happy client as we speak. I need to be contacted by Management before I lose my cool

Mr Zenzele Mofokeng
ID [protected]
[protected]

What a load of Bull... I signed up for the 24month price lock option of R549- but i pay more that this. This month i was debited with a whopping R750 and when i called i get told that it is for being able to rewind; pause and record. Who told me this no one- if you check my account my debit order was going and i was using the exact services but suddendly a higher debit goes through- I did not sign for this nor and no one told me about it - so i want all my extra R90 refunded and also my showmax to be cancelled and refunded as i have requested this long time ago and it was not done,
You call price and there is forever no answer-
and why cant the call centre help you always refer to us to a non existent department
My expectionis to be refunded for all 90rands i paid to use the rewind; pause and record- I also requested that showmax be cancelled so i want that to be refunded as well.
Contact Number: [protected] L Harris

Dstv advertise that joox is free but they have been deducting R90 every month for joox subscription. Dstv has mislead me and taking my money without my consent for more than 2 years. I want all my money back. On the joox app it clearly states dstv customers are free I called the call center and the consultant Sphamanbla Xulu and his manager Immaculate Shange told me that it's only free to premium holders but I've been switching to premium and compact and still paying. They also say they cannot cancel the payment that they stealing from my account every month. I feel disappointed and dissatisfied with this unfair service and robbing me every month. Nowhere did dsgv state that joox cost R90 a month it's states that it's free. I want my money back

My dstv explora 3A decoder was purchased brand new 3 weeks ago ever since I have made all relevant payments and was never able to use my catch up I have called dstv on more than two occasions and still I have no joy I am now on the verge of cancelling all dstv subscription services with multichoice due to this multichoice should compensate me for the time in which I had this loss in addition to them being compensated

I'm on a Price Lock contract with DSTV with a monthly instalment of R660 and could differ from time to time depending on how many movies I rent a month. Every month on the 27th my account gets debited in full for the subscription but lately in a space of a month I get disconnected twice and told I need to pay certain amount to be reconnected then the following day a different amount to be reconnected. When calling the customer service department no one can explain why I owe when clearly, they can see on their system, I get debited on the 27th of each month. They have a price lock department but clearly no one works there because your calls never get answered.
Why create a Price Lock package when you can't even get the billing system right and keep on disconnecting clients without valid reasons and also even unable to assist them properly. You expect me to honor the agreement between the 2 parties but clearly, you don't.