MultiChoice Africa / DSTV
reviews and complaints

Customer [protected],
Reference No. [protected]-C1
Good day, i just like to raise the unhappiness i have experienced. On the 20 October i upgraded to the premium bouquet, and i was informed that i could make payment on the next billing date, which will be the 03/11/2019, however, i was disconnected yesterday. i tried calling the call centre from
07h00
16h30
17h00 - requested the supervisor (immaculate) to contact me and was not contacted.
18h30
19h45, still not assisted.
i did request that the recording of the 20/10/2019 be pulled out and prove that i was not wrong as to what happened. i am not prepared to pay for yesterday, and the reconnection, as this was not my fault. i was also told that i should have made payment 24hrs after upgrading, however the system only cut out my services 10days later. I humbly request that someone contact me, and rectify the situation ASAP.

regards
Vikash

i have price lock contract for 24 months for R959.00 on the 31-08-2019 multichoice debited my account for R1040.81 spoke to call centre they said they would escalate the complaint and someone would call me on the 30-09 they debited R938.13 on the 31 -10
they debited me R959.00 when They told I owned R870.00 I have spent a total of around 20 min on a cell phone trying to sort this out with no success.
regards mark jones id [protected]

I was billed r2607 last month incorrectly and have phoned the call center numerous times. There is no supervisor or manager available or you get put on hold indefinately. Call center lady can see it is an incorrect billing but no refund can be made and now they want to debit my account again. This is theft and fraud an no person to take responsibility. Better off cancelling all transactions with multi choice as the company has no management in place and are criminals. I will be looking for ways to take these criminals to court as this is a company that takes customers money and does not care about rectifying there mistakes.
Jean-pierre griffin [protected]

Hi good Day
My name is Fazlin, i have not been with Multichoice for more than 2 years, however i have been billed via debit order which i did not request! I would like to know who authorised this reconnection debit order as i was billed and service fees charged to me from my bank which i Feel You should pay as i did not request any service from you.
Proof of that will be no voice calls as i never called and i would appreciate evidence thereof if you say so.
Else i will have to take this to the Press as well as take further steps, as this is Fraud.

No permission was granted.
I would like to be reimbursed for this immediately .
I called spoke to Nomkazi reference 26438861i131.

Nobody has since called or emailed me with any feedback to this matter of which is fraud.
Taking from someones account and debit fee and service fee charged to me, WHICH I NEVER REQUESTED... This is disgusting.

I hope to just get a response on this matter urgently.

REGARDS
email address and contact number was provided to Nomkazi at Multichoice cape Town.

Pathetic service always from call center agents. Very unprofessional, constantly need to call back because I am put on hold for long periods of time. Agents are unable to return calls and customers do not have access to free calls to wait on hold with these agents. I am a loyal DSTV customer but due to constant issues I am thinking of switching to another service provider to avoid all this hassle.

On numerous occasions I have been disconnected although my account is not in arrears.

I hope a well informed agent gets back to me to resolve this. I am at this stage very disappointed and irritated with this service that I am receiving.

Viloshini [protected]

I always pay my DSTV premium via EFT transfer every month on 26th .
I have paid on 26th and today I get cut off 30th .
When I called in I was put on hold for almost 30minutes.
I called back and the same happens for 20 minutes
I requested to speak to a team leader but to no avail.
I was told by call centre agent systems are slow .
If there was a Increase of some sort why was I not called or sent out a communication?
Utterly disgusted with the service of this service provider .

I have been on a Compact Plus package since 2018. I pay via EFT on the 2nd of every month. On 20 October 2019 I requested my package to be ugraded to Premium package in order to be able view the Rugby World Cup. I agreed for an upgrade after being informed that it will cost me R120.00 to upgrade with an option to downgrade on the 1st of the following month should I wish to do so. To my surprise on 30 October 2019 my Dstv was disconnectdd, when I contacted Dstv call centre I got different explanations but the last Agent told me my account was outstanding. I requested my matter to be escalated to the Complaints department as I felt I was misinformed when I upgraded my package. I then later received an sms notifying me that I needed to pay R1, 073.00 in order to be reconnected, yet my payment date is the 2nd of every month. So I am left with nothing to watch since I have not received a call from the Dstv complaints department. This is very disappointing.

I subscribed to dstv pricelock in august and my services were activated on the 23 of august but on the 5th day after activation my services were disconnected i called in to find out what the problem was and i was told that they were reconnecting it and they would escalate the problem because my funds were not allocated to my explora but after that call on the 5th day my services were disconnected again i called and i was told the same thing as previously ever since i have been having the same problem everytime on the 5th day i have to call for reconnection and being told that it is being escalated but nothing is being done

29 October 2019
22 :00
Ms K THomas [protected])

I had saw on the internet that you can add on an indian bouquet to any subscription the first consultant confirmed it and also gave me amount needed to pay I have then did a eft and waited for my service to be connected and I then phone a consultant again who then gave me alot of crap saying I cant have an indan as a add on and instead of apologizing he had time to give a few moments of silence dstv is becoming a problem because they are always give you bad service I would like money to be refund

Seun an accredited installer for DSTV
tshontifl@gmail.com. This installer was across the road doing an installation at a shop and we know he also does work for Pep Stores. We approached him to install a Explora in one of our rooms, as we have a guest house. For 6 days he promised every day that he will be there that day to install. He eventually he came on Saturday on 26th of October. After being busy for almost 4hours he could not get the other 2 decoders to play, only the Explora worked. He wanted to leave at this point as he had already spent 3 hours, but he wanted his full payment for the job, "as we had to meet him half way", even though the other decoders did not work. He will then come and fix the problem on Monday. I informed him that he could not leave the decoders off as we have guests. He finally phoned the Bloemfontein branch from our phone and the agent helped him to get the other to decoders to work. We paid him R2000 in cash, but he could not give a receipt, as he forgot his book in Aliwal North. About 10 minutes after he left we changed channels and both secondary decoders gave errors. I phoned the Bloemfontein agents again and they explained that there is no hart beat between the Explora and the other decoders, and that it could be due to the fact that there is no dyplexer unit. The then took all settings back to the previous settings, leaving out the Explora. Upon phoning him with the problem he told us that there is no need for a dyplexer, only the LNB cable. He would come on Monday and correct the connection. Monday came and went and he promised Tuesday by 10am. At 11am he promised during the day, yet he still has not phoned or came to fix this problem. He has an extremely unprofessional and has no respect for the fact that this is a business that offers DSTV as part of their package to clients.

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.

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.