MultiChoice Africa / DSTV

On the 5th of January 2023 @ around 11.30am I called the Customer Care Centre for assistance on getting full premier package on my laptop and holiday home. I was on the call with the agent for over 40 mins and she could not resolve the issue instead she dropped the call.

Few minutes later I called again to speak to another call Centre agent for over 30 minutes and she could not resolve the problem. She then said to me she will work on different PC, and she will call me @ 12.30 once she has resolved the issue.

I waited for her call until 14H40 when I decided to call the Customer Centre again. I spoke to the 3rd different agent call Nontlantla. I explain the issue and ask her to escalate to supervisor/team leader. She came back to me and said the supervisor was busy with other agents and she will call me later. She then offered for us to try to solve the issue without success. She later promised to call me later with the supervisor to resolve the issue.

Nobody called me up until now.

It is really disappointing that I have an issue and it cannot be resolved and the agents and supervisor promise to call back and never did.

Every month dstv payment done electronic payment. And never had problem. But to my suprise dstv disconnected. Tried to call customer care. I was told to email [protected]@multichoice.co.za.

I was told within end of their day dstv will be reconnected. Some consultant say it was paid into wrong account. Capitec confirm nothing wrong with their bank app as it's linked to multi choice account. And proof of payment same everymonth transfer has been done.

I am having a serious complain about the Jabulani mall service center (Soweto), they are the worst bad service center I've ever experienced and they don't look the part to be working with people, they are slow, and lack basic customer experience just to name a few, and today (05/01/2023) I had to wait for almost an hour to make payment, only one till was open to taking payments and the other payment till was utilized for enquires while there are plenty booths to assist on that while the payment queue was longer than the rest.
I would appreciate this matter being addressed with the staff and management of that service center and also try to fix your technical issues with other service providers for payments as they are frequently offline when we try making payments with them.

1st of all Month before last which was November 23rd I received an SMS that my account will be debited by R713 ☹ which was very shocking for me,

On the 13th if not 14th November I got a call from one of the sales consultant of multi choice called me with the multichoice number, she prompted show max to be added on my account,

She said it was R39 every month and give me 14 days trial and I can cancel it if I decide that I do not want it,

I called several times and spoke to different agents and I did not find joy and amount was debited into my bank,

Even after I called and I was advised that I have added Netflix on my account which I did not subscribe to, and I was told that it was added on my account because I needed amount credited on my account but nothing, again on the 23rd Dec I get a sms telling me that account is now R697,

I did not subscribe to any Netflix thing and I am not watching it,

I need to settle my account today and I m told that an amount to pay is R906, ☹

Where is the R90 come from now,

Agent Luyanda or Noluyanda advised me that she cannot assist me with Netflix as it is the 3rd party on the account,

I had no problem with DSTV until this showmax subscription which I regret listening to that consultant in the 1st place, for the 1st time in a long time my account is suspended for non payment because of DSTV customer service, I have been calling the whole day today wanting this matter resolved but nothing and all the angencies couldn’t help me and still no joy,

I have been holding for over 40min as Luyanda advised that I need to hold the line for the finance department,

I need the Netflix cancelled and credited in my account and I need an amount to pay for my account to be reconnected again,

May I please get my subscription and accounting/billing issues rectified

I was offered the Compact Plus price lock on the 10th or 11th by a lady at the DSTV Stand at the Pavillion Shopping Center Durban for R519/month for 24months with free PVR decoder and installation.

Two decoders (PVR) were delivered to my house 2 or 3 days later.

I called her and asked why. She said it was a mistake and that the second one will be picked up.

The decoder was installed on the 14th December 2022 but with several problem with the price lock activation because both PVR decoders have been linked to my account.

I called her to ask why and she said I should talk to DSTV myself. She subsequently blocked my number after I instisted she rectifies the problem.

PROBLEM

The price lock is still NOT being issued - my bill is reflection several decoders.

The old decoder which is been removed is still showing on mydstv account

The second decoder which is still not picked up is showing on my account

Surely, she delebrately did this to get more commission.

Over the last year the actual time watching the advertised program is basically the same as the adverts.

I live in Botswana, the adverts we are been shown are mostly for Nigeria which have no relevance to us in Botswana, this is mainly on channel 102. Most of the other channels have less advertising.

I am an avid sports fan and during the recent World Cup, I tried to watch other sport except football but to my disgust every sport channel was only showing football, even the motorsport channel.

With me having the Premium channel I would expect would be a Premium package showing program content and not a package where adverts take preference and are not relevant to Botswana.

I have been a subscriber for decades and am disgusted with the current content we have to be subjected to.

I Mr Modutwane Franz Kgaile requested to be assisted with addition of Showmax today,December 15th,2022.The lady was not helpful,she was impatient,rude,unprofessional and seemed not to be ready to go further with the conversation.I boldly told her that our subscription pays her salary and doesn't care about customers,then she started arguing with me furiously and boldly denied that.I told her that she doesn't own the company and she persisted with her arrogant and unprofessional behavior until I told her I'll immediately report her unbecoming and disgusting behavior.I wish you could listen to our conversation and respond to my email.She also put me on hold for a long time without even coming back to say she's still looking for someone professional to assist me as I mentioned in our conversation that she was submitting to her disgusting and unprofessional behavior.

Regards

Modutwane FK [protected]

The Multichoice appointed contractor Peter, [protected] who installed the explorer decoder system on 28/11/2022, bluntly refuses to rectify the installation which became faulty a day post the installation. Several attempts to rectify this telephonically failed due to the installer wanting me, (who has limited electrical/electronic background) to perform technical things like changing ports etc.

Dstv duplicated charges on my account. I had a debit order payment and I requested it to be changed to cash/eft but try still initiated debit orders. I reversed the debit orders as I had already made eft payments however they continued charging me and consequently disconnected my account. When I request to know the reason no one seems to have answers they keep asking me to repeat the same thing. I requested an escalation to their debtors for a reconciliation on the account till today

We have made use of an registered DSTV installer in Lambertsbay, Satelite and surveilance. My inlaws paid over R5000 for the installation. However after each loadshedding the tv wont go on it gives an E48=32 error. We have informed him that my parents are sitting without any tv but he dont react to our problem. This is surely not the fault of my inlaws. This is very very bad for DSTV.

Good day Team,

My name is Olusegun Oloruntimehin please I am experiencing a kind of fraudulent act from one of your Agent after I bought 2 GOtv decoders from her on the 26/11/12 and she told me she was going to activate them and did one since then till today each time I called she has refused to take my calls and when I ask someone to go to the shop and get the decoder from her, she will hid herself and ask her sale's girl to frame up a story and tell us and it's really given me concern because I purchased those decoders due to the malfunctioning of the ones I have before now.

At first she refused to give me the remotes and ask me to pay for them separately including the chargers to the decoders, people like this are the ones that gives the public bad impression about business patronage kindly assist by ensuring that I get the second decoder from the agent.

Please below is Agent details:

Business name:CHIPACO VENTURESNIG. LTD

Head Office Address: 3 Shell location junction, by Ada George Road, PH

Branch Office: 32 Okania Road New RD location Ada George Road, Portharcourt

Tel; [protected],[protected], [protected]

Details of Smart card that was given to me is: [protected], while she withheld the other one also find attached as evidence.

Regards

Olusegun.

I phoned on the 23rd of November 2022 after my connection was cut off, I advised I used the SMS link and paid using my card details. I made a payment on the 20th of November using my card via dstv link I receive via SMS. I was advised to submit Proof of payment that cannot be submitted as I used dstv link, I submitted my bank statement and card details used. Till today my connection gets cut off. I phone every third day. I have 2 dstv linked to them now currently disconnected again. I had Andile who promised to follow up from complaints hello petter still nothing. I had Ntokozo Nene who promised to escalate still nothing. The bank can confirm the transaction went off my account but offer a bank statement which dstv is not accepting but I have submitted. These are some of the consultants that I found on the call Centre to assist, Vhungala she was helpful, Zanele was also helpful, Lisa not helpful, Sakhile not helpful. The tried to connect me to the Leader who didnt call back when her call cut off. Most painful. please allocate my payment or request for bank to reverse my payment clear my name and you can cancel my contrat if you can't help resolve my issue.

My name L Marindili

For the past 3 months I was getting over billing on my package of compact. amount different every month. I would pay my normal bill and leave that other amount. Beginning of October I costumer services and I the lady who was assisting me shd said the over charges cost by destiny plus which was added in my package.

I asked her who put it because I never asked anyone to do it. Was no answers she will exkallet it to the manager. No manager bothered to call I made several calls bein told the manager will call.

On the 3 December I paid R520, 00 for my package after this payment I called for reconnection the lady who was assisting me she said mult choice are owning me R256 I asked her I won't hear different story said no.

Today on 7th of December is disconnected when I call reason behind I have outstanding balance of R470 due. My questions is who must pay this amount because I paid for my package. I called different ladies said manager will call manager didn't call send a consultant who doesn't know what she is trying to say.

My questions is because I am black? If was white person would send a staff member who fail to answer my questions and said she's going back to the manager we Will call you again.

I need a refund of R140 for my DSTV festival tickets I paid for via card I sent a email Saturday the 3rd of desccember 2022.

I never got my tickets I was at the gate seeking for help to get my tickets I paid r81 Uber to the festival and had to stand outside with my baby boy and struggling in the sand security send me up and down I used the email address [protected]@gmail.com to get my tickets nothing reflected please give my money back as I am very disappointed in your services.

I was there with 2 kids and a baby in a pram and I had to turn back to pay another r76 to go home. I am so sad because I wanted to spend the day with the kids at the festival please do assist me with this immediately

Hi. I signed up for a price fix contract which, as far as the agent advised me it was R729 per month. On the first of November, an amount of R729 was debited off my account. This month being December, the debit order was R839. I chatted with an agent from the DSTV Mychat service and she advised the contract amount is R839 and not R729. The reduction of R729 was due to a credit of R110. I wasn't aware of any of this and asked the agent for the voice recording. She/he refused to help. See reference number to the chat [protected]-i190

Hi, I have been a loyal customer of DSTV for over 12yrs. I have 2 decoders but 3 TV's in my house. I previously bought a Hisense TV for my study and while I work I like to stream DSTV to my TV (as neither of my decoders are in my study). I now find out that I can no longer stream DSTV to this TV because my TV is not supported. I am FURIOUS! I do not abuse my service, I am using it for my own use. At the time of purchasing my TV how was I to know that DSTV would change its policy. I am not in a position to change my TV now to comply with DSTV's updated policies. I find this a totally unacceptable and would like to know what DSTV intends to do about it.

I am exactly the type of customer DSTV should be falling over backwards to keep and this type of unilateral decision/implementation after the fact is such bad service and leaves a terrible taste in my mouth. There are numerous other options on the market these days with respect to content and if DSTV does not rectify this I will certainly be looking to alternate service providers.

Regards

Lee

Good day

Please advise, or please return my payment, I made a card payment on the 20th of November 2022 using my card clicking payat.io/dstv/[protected], the link promoted for R240 I proceeded as per norm I do monthly. DSTV banked the payment on the 23rd as per statement. I provided with card details used. It was disconnected, which I proceeded to incur extra costs by going to the office to scan my statement as per email. Thursday 24th I phoned and send emails and phoned my DSTV was connected today I wake up it has been disconnected again because there is no payment again. I phoned again and found Lisa who said a statement cos is not allowed but I must send proof of message from the bank, how is that different to take a screenshot and convert t to PDF. I made a payment using a DSTV SMS link the bank cannot provide proof of payment, but DSTV can allocate the payment, checking my card details. Card [protected], statement reflects 22 November 2022 and transaction date 20th Nov 2022. I Have sent more than 8 Emails kept getting same thing they can't see it, today I receive an email from Khuliso Mulaudzi who doesn't understand how card payments works what is required to be done. I am very disappointed as a person who has always defended dstv. Enquiry reference number : [protected], enquiry reference number : [protected]

I have supplied a proof of payment from the bank including bank stamp but multi choice keeps declining it.

I made a payment on the 25th of October using FNB cellphone banking which is the payment method i have been using for years with no issues. Multi choice requested for a POP and i sent it but they say they do not want that format and the bank says that is the only POP they can provide. It even has a bank stamp.

I further sent an email from FNB which was stating the transaction was successful but they still do not want the POP

I canceled by internet router on 9 August, but it was never canceled as said by your consultants, from September i was charged for the interet that i canceled, even worse for internet thats not even there in the sim. I was "given" that data as they explain, nd its a straight lie and fraudulent act. How can i be given data before paying for it?

This question all your 5 consultants failed to answer it. Now my viewing has been stopped claiming that I have to pay more money wheras i pated my acces package money also extra 40 of what i dnt know. I call dstv call centers from august until today no help.

This week from Monday i spoke to more than 5 consultants more than 30 minutes each consultant, everyone stating how sorry they are and understanding my frustration being lied to that my issue will be resolved , after 2hours,tonight, tomorrow. But nothing

On the 30 of June 2022 I was called by someone from “multichoice” offering me an internet deal, I was already on price lock. The deal was explained to me that I would pay R999, I would retain the benefits I have the only thing would be I would have internet as an extra. It was a discounted offer made to pricelock subscribers. I agreed to that deal. I was told the router would be delivered shortly and I would need to pay R1300 as it included pro rata. The router was delivered and connected on the 14th of July 2022. That’s 14 days I was charged with no services, when I called the call center to connect I was told I could not connect and had to connect, which was surprising as I was already billed for it. Then I started to lay complaints, from that day on I have passed around from call center agent to another. I was told they would fix the problem then change and insist on explaining the charges. In September 2022 I was finally told my account would be fixed and I would be billed R999 monthly as per initial agreement., and I believed them because my debit order deducted only R939 and some money was refunded my faith in dstv was restored and I believed all was well until a debit order of R1324 then I was livid because it meant I was going to go through the whole mess again. Today I asked them for the last time to just sever the ties and release me from this because I can not go through this roller coaster every month to which I was told I could not and would have to settle the contract as the cooling off period was over then they can cancel the account. I asked the agent how is this information now suddenly used when I have ask from day one to cancel. They can not provide me with any proof of any conversation because apparently it was an outside company who made the deal. The is no record of any conversation or anything I have requested since the 12th of July 2022. So I want to report the fraudulent activities that taken place in the multichoice account and my bank account. My customer number with dstv is [protected]. My name is Thembakazi Njabulo Matebula my phone number is +[protected]. You can contact me for any additional information and evidence.