MultiChoice Africa / DSTV

Ref: 289574
I queried my monthly account with DSTV. The consultant informed me that I am paying insurance for my PVR and 1 x HD modem and 1 x single view which is NOT ACTIVE.

The single view was upgraded to the HD, however DStv did not update my account accordingly.

DSTV have been billing me almost 2 year for an inactive modem.

On bring this there attention, the consultant says that the insurance department is at default, I need to speak to insurance. On speaking to Insurance, they say that
dstv billings need to resolve, However they will investigate and get back to us.

I called DSTV, nobody seems to know what is going on.

I am still waiting!

I had a query with you last year regarding my billing and so far no one has even bother to contact me or mail me, I had the price lock package and you over billed me the first time, then you fix it to say that I have a balance of R6000.00 in my account of which I phoned the consultants every month to take my monthly fee from my balance available in my account. Now this morning I see that you want to deduct a fee R5535.00 from my debit account. firstly who gave you permissions to deduct that amount from my account and why haven't you contacted me to inform in any way what is the next steps. I told the lady last year that I will not be paying for your mistakes on your side for the ones that you had to deduct the R949.00 and only loaded the amount of R149.00 to my account. I have my rights and you must reprimands the person on your side how did that mistake. please investigate and come back to me my number ********** 223.

Last years complaint - Worse Unprofessional billing- 29 NOVEMBER 2017 THIS WAS MY COMPLAINT LAST YEAR. the last time i wrote a review was regarding my account billing not being accurate and now the same problem has gotten worse. how can a company so big make mistakes like this you give a credit and i have just spoken to a lady for 20 minutes on the phone. where do you think i must get the airtime and money im a single mom and then i still have to worry about all this nonsense you through at me. could someone please get this sorted and i totally refuse to pay for your system error, so dont come back to with payments on side im not signing for that game. Official business reply Dear Chantal Saaiman We acknowledge receiving your complaint. Feedback will be communicated as soon as possible. Kind regards DStv: Hello Peter Team 29 Nov 2017, 12:25 10 months ago Official private business reply Dear Chantal Saaiman Please accept our sincerest apologies for any inconvenience you may have experienced in this regard. We tried to contact you to assist with your concerns without any success. We currently investigating your concerns with our Price Lock department for urgent resolution. Feedback will be provided by written or telephonic correspondence as soon as more information becomes available. Once again please accept our sincerest apologies for any inconvenience you may have experienced in this regard. Feel free to contact us should you require any further assistance. Kind regards Rupert 29 Nov 2017, 16:08 10 months ago 29 Nov 2017, 16:44 10 months ago chan2105: Im not sure if your number is **********, when i picked up a couple of times the phones goes dead, Thank you for coming back Write a reply Make reply private Publish Public comments

22 Oct 2018, 12:15
7 days ago
chan2105:
How come no one has phoned me or even replied to my query, you are definitely not concern about customers relations

Public comments

I find it sexist and apprehensible that DStv only shows ladies tennis when it is a grand slam. We see all the men's ATP competitions from day 1 yet there is but no WTA. Two years at least we got to see the WTA from the quarters. There is nothing now. There was no coverage of the WTA finals. I really don't understand, ladies tennis is just as exciting as men's. In fact I prefer watching ladies tennis. At I have already said this is simply sexist and unfair and quite simply NOT RIGHT!

After Paying for a movie on boxoffice, one is still not given the option to switch the language to family? I do nit wan't my children to listen to swear words. We are disappointed with the poor movie selection currently showing on the channels. Please give your clients the option to change the language to something that is suitable for the younger children.

This happened Saturday morning 27th October and was during the Phillip Island qualifying.
This is unacceptable practice and as a paying customer for an already overpriced service find this totally disrespectful to your client base. The final qualifying session takes 15 minutes and as it got to it's most exciting stage with 8 minutes left of the session you promptly proceeded to cut transmission and air at least five adverisements. We all therefore missed Marquez getting pole as you returned to the qualifying with only 5 minutes left. Who make these ridiculous decisions or are you that cash strapped?
Even more reason now to reconsider cancelling premium dstv and opting for a better provider.
Pathetic.

My complaint is about how I was unable to enjoy the services I paid for, for weeks my area black out and I don't have another source of power to enjoy my subscription and by the time the power supply was restalled my subscription as expired. So I'm imploring you people to let enjoy this as a prepaid platform . I will be glad if my complained is favourably considered tanks

Dear Sir or Madam,

Good Evening.

I would like to complain about a poor service provided by the multichiose in Luanda, since October 21, 2018 I paid my DSTV monthly subscription service, however until today I am not able watch DSTV, I called several times call center at [protected] but they were unable to restore the services, Until now, after 5 days, I still can not watch DSTV at home.
It is really a shame! I would like to know how will be the the days I already paid in which I have no DSTV services, and when will my situationbe resolved?

thank you,
Jose Pinto Afonso
DSTV number : [protected].

In March 2017 an agent called me from multichoice about my o/s fee - I told the agent that I could not afford Dstv for the foreseeable future and that Dstv should be disconnected. She confirmed that she must disconnect and I said yes I told her numerous times that I cannot afford it. She said ok and the call was ended. From that date for the next 10 days Dstv was still connected after I had informed the agent on your recorded call that she needed to disconnect.

In April 2017 - I was told that the account was suspended because of the o/s fees. I called and I told them that I am not paying anything o/s because I told the agent to disconnect in March and I was told all kinds of nonsense about only being able to cancel on the 1st of the month and that the agent who called me wasn't able to disconnect so she just didn't and she didn't tell me that I had to call someone else to disconnect. I demanded to speak to a supervisor. I was told that they would listen to the call and give me feedback. I refuse to be held accountable for the extra 10 days that the account was still connected because you have my voice recording to tell you to disconnect it. I NEVER got a call back!

In May 2017 I was sent a message that I was being handed over for the o/s amount! So I called again! And again had to explain to your call centre the situation again I demanded to speak to a supervisor.. on the 5 June 2017 and AGAIN I was told that the call would be listened to and I would get feedback.

AND NOW 18 months later I get another call to say that I have been handed over for this o/s amount! I called the call centre and according to the notes on the 5 June was the last time anyone did anything on my account and even your supervisor didn't update the system so now I am back to square 1 and NOTHING HAS BEEN DONE FOR 1 YEAR AND 5 MONTHS! And the email address I was given were incorrect in order to get this sorted. Because apparently your call centre cant do anything!

This week of 22 October I have called your call centre and spoke to 3 different supervisors! Brenda promised to lsiten to the call and give me feedback - Nothing! I called the next day and could get hold of her.. I was told 2 emails were sent to her to call me back at nothing.. I asked to escalate and was told a manager would call me back and still nothing! again on the 25/10 another 30 mins and another supervior promising to listen to the call!

REALLY? Does every supervisor need to listen to this call before I get feedback? what do I need to do to get this sorted with Multichoice?

This is why people don't want to deal with Multichoice.

23/10/18

customer no : [protected]
[protected]

Every month for the past 3 months a few days before my payment is due, i sit with no Tv. happening again as i am typing this complaint
i get a error on my extraveiw and then i call in for assistance and suddenly all my devices doesn't work. Every time i speak to a call centre agent they tell me they will escalate my matter it will take about 15-30 minutes and that they will get back to me, 3 days later still no feedback from anyone not even a courtesy call. My kids depend on this DStv as they watch school programmes on there aswell. I find this service pathetic as i am in customer service myself and I refuse to pay my full subscription fee as this has been happening to often.

Watching DSTV lately is anything but entertaining! It's a shame and it's absolutely shocking to see programs being repeated and repeated and repeated...daily! Come on DSTV you are stealing our subscription money -what are you using our subscription money for -we've paid for the current content 3 years ago! Most of the movies and programs showing have been showing for the last 3+ years! Come on you need to up your game and come to the party and refresh your content! Can you really afford to loose more subscribers to Netflix, ShowMax and live streaming from the internet!? Point is: STOP STEALING OUR MONEY BY REPEATEDLY SHOWING THE SAME CRAP DAY IN AND DAY OUT!

I paid my DSTV account for October 2018 on 28 September 2018 with an EFT. On 4 October they suspended my service because it is not paid. I checked the reference number is correct and the payment went through.  From 4 October i called them twice a week and send 4 emails with the proof of payment.  They disconnect my service twice a week, reconnect it when i explain the problem and promise to escalate the problem, just to disconnect the service 3 days later.  The call centre personnel refuse to give me an other number to call. They twice promised that their Team Leader will call me back, which never happened, today it happen again. I have spend R200 on telephone calls with no success.

I only have one decoder the smart card no [protected]). I am staying in George and my account is paid in full. You record all your calls look at the call I made around the 15 or16 August. My account is payed in full. I only have one account and why must I pay for 2 decoders, it is not my problem you have decoders open on my name and now I must pay for it.

IF THIS IS NOT RESOLVED TODAY I WILL CANCEL MY ACCOUNT WITH MULTI CHOICE AND MOVE ON...
There is other options because it seems to me that your company does not take customer complaints seriously. Now I can not watch t.v. and my account is paid in full - where is your call centre? - they can't phone me but I pay thousands a year for T.V. ?

I thank you.
Henk du Plooy - [protected]

My dstv has been freezing non stop for over 6months now i can not watch a programe a 1 hour program i only see 5 minutes of i pay my [censored] of for [censored]. Ive launched complaints and asked to be fixed but nowone comes back to me. This sirvice is useliss, [censored], frustrating and not even worth paying 1R for DSTV is [censored]! I will not be reximend this KAK to enyone and hopes this [censored] product goes bancrott soon and thanx in advance for absolutely nothing.

I received a phone call from a DSTV representative at the end of August 2018, offering a renewed two-year PriceLock contract, at a reduced rate of R789 per month (I currently paid R949 per month). I agreed to take on the new two-year contract. However, since then, my services have been regularly cut, on the pretext that I owe money - each time, the amount owing being different. This has occurred on an almost weekly basis. I called to complain on September 16th, September 27th, October 3rd, October 8th and October 14th, each time after my service was cut. Each call followed the same pattern: the agent informed me that my services were cut because I owed money; I informed the agent that I pay via debit order and that I can't owe any money; the agent investigated this and confirmed that s/he is unsure why the services were suspended; the agent reconnected the services, informed me that the matter had been referred to the accounts department, and stated that someone would call me within 24 hours to address the issue). However, each time, no call would be forthcoming and, within a week to 10 days, the services would be cut again. There was one attempt to call me back, on October 9th, but I missed this call and no further attempts were made to call me back. Today (October 19th), the service has been cut again.

Moreover, when I agreed to the renewed contract, I was informed that the normal debit order, of R949 would be taken at the end of August, but that the renewed fee would come into effect at the end of September. I was thus extremely surprised, and unimpressed, when, at the end of September, not only was I NOT charged the revised R789, but I was in fact charged R990. When I asked one of the agents about this, she indicated, as always, that she could not understand why I was charged this amount, and that the accounts department would call me back to rectify the problems on the account. This was during the telephone call of October 8th, the only one after which one attempt was made to call me.

Finally, when the initial sale was made, I explicitly asked if the R789 was all-inclusive, and was informed that, indeed, it was. However, I subsequently have been informed that the additional R90 Access fee (for access to PVR services) was NOT, in fact, included and that I'm due to pay R879 per month. This, again, was not as per the original agreement explained to me during the initial phone call.

The situation is now such that I have my services cut every few days, have to make lengthy calls to the call centre, with frustrating results, while being charged more than ever (rather than less), and with absolutely no recourse.

When I signed up with DsTV we agree to a free monthly TV guide book which I no longer receive.

I also liked chanel 183, reason why I took the package which was later cancelled by DsTV.

Repeat programmes are also not on as we pay for the same programmes and movies over and over. By doing this they should make enough money not to increase their annual subs . Take a look at channels 110 and 111 for instance and see why viewers are so unhappy about them.

Maybe we should organise a boycott against them until they fix this problem and stick to their contractual agreements with their viewers to start with.

I was engaging with DSTV since end August regarding a promotion that being run that I was initially told I qualify for.

After a month of no further communication I had to call back to hear that I am no longer eligible for the promotion. I was really frustrated that nobody at DSTV throughout this process called me to give me any explanation around the non-qualification. I even spoke to a on duty manager who informed me that he would correspond with me via email which to date did not happen.

In steps Mr Rayno Rautenbach, an asset to DSTV in every way. Mr Rautenbach took the time to call me after hours to check if my query was attended to. When I informed him that he was the first person from DSTV to contact me he immediately owned the problem. Not only did he own it, within 2 hours of our conversation he resolved my problem.

This truly needs to be commended as service like this is hard to get.

Thank you Mr Rautenbach for the character of service excellence displayed in our interaction. You restored the back image that was in my mind of DSTV.

Hi Nkateko, Phiwe, Mulala and LeVaarn (all of you I spoke to the past month for help)

I have a big problem and is losing money due to poor customer service and admin.
Attached is all the payments I made so far on my dstv account, but somehow my dstv gets suspended every other day with the reason that a payment must be made...
This is impossible and to be honest... unbearable!
I ask you to contact me on [protected]@gmail.com because I need a explanation and reason to continue being a customer of multi choice. Also a explanation why I have to suffer this inconvenience and make all this payments?

My customer number is [protected], i am complaining with regard to your continuous disconnections regardless of the fact that my account is up to date and i have provided proof of payment on several occasions and i was ensured that the disputed payment would be sorted by your accounts division. please note that the level of incompetence within your accounts division has become a very costly exercise for because despite the numerous submissions of proof of payment they keep on disconnecting my service resulting in the necessity to call to be reconnected. please note that i bare the total costs of the call which are now running to almost towards.

DSTv has become just as bad as the SABC with adverts. One of the main reasons we got DSTv was to negate the nonsense adverts but nowadays DSTv is competing for the trophy of most trash service provider. Maybe its time to cancel our subscription and sticking to Nexflix and bootlegging shows we wanna watch without the 10 minute advert intervals! Its ridiculous

For more than 3 years I get demands for payment intended for another customer. I've been complaining for as long but nothing gets done!

We've stopped your DStv as you've not paid.To reconnect, pay R515.00, using ref no.5135320. Once paid, we'll reconnect you.To pay: payat.io/dstv/5135320.

Thanks for your DStv payment. Unfortunately, you still need to pay R115.00 to reconnect. If you still have an error after you've paid, dial *120*68584# to fix it.