MultiChoice Africa / DSTV
reviews and complaints

Good day

I have 2 subscriptions, of which one was cancelled on the 9'th June 2019. I pay in advance, so from the 20'th of May 2019 - 20 June 2019 was paid for. On the 10'th June 2019 I called the call centre, who confirmed cancellation. I was told that I would be credited for June 2019. Yet the full amount was debited. I called again and complained to no avail. The best part is that I got debited again for the full amount in July 2019.

I have been calling and been given a different story. I have also spoken to an incompetent manager who assured me that the issue will be resolved.

I then called to follow up on the 26'th July 2019. I was assured that I would be paid back the funds into my account. A week later I called now and spoke to another incompetent person, who has given me a different route of resolution. I should now e-mail proof of payments. And there are no managers

Ridiculous is an understatement.

I was given this reference. 81438808-C1

Regards
Kos Chetty
[protected]

Good Day
I am fuming, honestly either your employees are not fully trained or service are just bad if i must pt you the a scale rate honestly there wont be any.One of your consultants called me two weeks back to change from Premium to DSTV Explora with Wi Fi for R 899.00 a month including installation which she will provide for free because i am an existing customer of Multi choice for the past 12 years now. I have asked her to send me through her details to my mail but she have failed to do so.The dstv explora was delivered with wi fi two days ago and after that no phone call about installing the dstv until i started calling for two weeks now every single day to come and activate my explora so that i can cancelled my existing one.No body can help me some taking my address and promise me the very next day there will be an installer until now, some gave me wrong numbers and i am still where i was.Now they told me that i must get my own installer how is that working now and what makes me further upset is that they already taken off a payment this is not good! and also which means another installment is going to be deducted today for my premium this is daylight robbery! i am not happy. So i need my money back please that has been deducted from your company without my consent and if you cant send someone to install in the next day or two then please i will gladly return your explora on your costs and will cancel all other services i have with you.
Name: Sharlene Dieraba
ID:[protected]
Mooiwater
Groendal

Also your employees don't know where is the Wine lands Franschhoek city where i am residing how ridiculous is that.I will never ever recommend your services to any body else i am sorry.Hope to hear from you soon.

Regards.
Sharlene.😩

Dear Sir/Madam

I would like lodge an official complaint about the manner in which the service is being offered to us as clients. I have two decoders, so on Thursday last week (25/07/2019) I upgraded one of them from access to compact and since then problems started, the service decided to close my decoder and upgraded a wrong decoder. I am made calls during the day on Thursday spending costly airtime to try and request for the problem to be resolved this did not happen.

On Friday same think happened I kept on getting agents who said everything is fine on their side.

On Saturday I took the matter to one of the multi-choice -DSTV offices and they made me wait while resolving the problem, after a long wait the matter was said to have been resolved. I got home looking forward to watch my channels with my family, to my surprise the problem was not resolved.

On Monday (29/07/2019) I made a call to say the problem has not been resolved, and this time the problem was half resolved in that the compact package was now playing on the correct decoder, but the decoder that was working was also cancelled and now not working anymore.

This is still the situation right now, I need urgent attention.

My customer number is : [protected]

I called on 29 July to request a service upgrade but could not finish the process because the system was offline. I called on the 30th and spoke to a service agent by the name of Hannahstayzia Reddy and told her what i needed. I then requested her to give me a break down of how much i will be paying and she refused she just gave me a total amount. When i requested clarity she told me that she has already given me quotation and that she will not give a quotation. I then requested her to refer to another agent and she refused and I asked for her name and she told me that she will not give me her name. I emphasised to her that she should consider addressing me in a good manner as I am a customer and she still gave me an attitude then I ended the call. I am very dissapointed at the service I received from her which i feel it is denting the image of Dstv Multichoice. It made me wonder if the service agent are not held accountable for the service they give to customer, are they free to treat customers as they please, if not what steps are taken in incidents like mine. It really made me feel desperate because I enjoy the programmes from Multi Choice but it does not give her the right to treat us anyhow.

i have been paying my Dstv from day 1, and always when i go pay i'm told a different amount to the previous month's premium, to a point whee i know i should pay 419, but it later says 423 and what not, i went to Shoprite on Saturday and decided to pay there, it showed R111 on the system and now they say i should pay R419.00 on top of that R111 instead of the balance. i better close it all together if the prices keep deteriorating.

I am currently on the DSTV Access package (R105.00 a month) and i get an SMS yesterday saying i need to make a payment of R352.00
I called the call centre [protected]) and got the run around with no answers. According to them its an outstanding balance
The agent made a comment saying that months ago DSTV had given customers the incorrect amounts to pay - How is this my problem now ?
My premium is paid in full every month
Furthermore on the 21/07/2019 i checked my balance using the whatsapp option and got a balance of R608 !
I checked again yesterday 29/07 and it shows balance is R352 some change

Still no one can answer how i get 2 incorrect amounts within a week

Went to the contact center in Umhlanga and the agent is adamant that i paid short in March of this year and that is were the problem started with my "outstanding balance". The sms notification i received in March was to pay R265 and i paid R266.00 the very next day

I am not going to pay for DSTV's mistakes with their billing

Incident date is 26 July 2019. ID [protected]. I have now been disconnected for the fourth time since 18 June 2019. I called on all occasions to restore the service only to have it suspended after a week or so because I did not pay? I PAY BY DEBIT ORDER. How can it not be paid, then it is DSTV's mistake, not mine, and I get cutt off because of your mistakes. On the previous call I spoke to a supervisor who promised to solve this with the accounts department after I had called 3 times before that and was told to hold on, which I did for 12 minutes. On this weekend I called and was told there is nothing that can be done it is the accounts department and they can not switch it back on, I received a number as reference and was told I will be called today 29 July, but no call yet. DSTV service is utterly poor, the people are either not trained to do their work or just plain lazy, because nothing is done to improve the service to me. This is on my PVR decoder

Good Day,

I trust this email finds you well. Friday evening I called to have my subscription upgraded to compact plus and spoke to one of your consultants with regards to the upgraded. I have called in 4 times in one weekend and I am told that there a system problems- which I understood and any organization does experience system problems. One of the supervisors was able to assist me when i had asked to speak to him and my dstv was working since ;his surname is Chand.

I have been patiently waiting for a resolution with regards to my query and whenever I call in its either my account is being esscelated or there is a system problem which makes for horrible customer experience and poor first query resolution.

This morning so furious and looking for a solution I spoke to Dumisani Ngwazi, whos service was nothing short of horrible, poor and rather disrespectful. I was on hold for the most time on the call with little attention. If possible I would like your QA department to listen to the call and perhaps take the consultant for further training.

I am extremely furious and not pleased with the service I have received in the past 48 hours.

I would highly be grateful if you look into the matter with both my query and Dumisani. I would request you to take immediate action. If you need to contact me please feel free to call me on [protected] or reply via email.

Yours Sincerely.
S Chauke.

I received a call on the 19th of June to inform me that my service has been suspended for two days which i was unaware of reason for me not being in town. Cant say who phoned because i was driving, he asked me if he should reconnect my line then i van pay the following day, told him to go ahead and i immediately asked my wife to make a eft . When i got home the following day my dstv was up and running for two days and then i got a sms to say they have suspended it i should pay a R496.12 to reconnect i paid in the difference 26th of July and it was connected again. Saturday morning the 27th i got a sms again R536.12 to reconnect and my line have been suspended again.
I did this and nothing from their side was honored.
Infact now I'm trying to get penalty fees reversed due to service suspensions and i was advised that I NEED TO CALL IN EVERY TIME TO CHECK ON THE PROGRESS AND IF MY SERVICE IS SUSPENDED THAT I NEED TO FOLLOW UP ON THAT.
IF this continues into the month of August, you can be sure I will cancel my subscription and will tell everyone about my experience, as well as lodge an official complaint with ICSA

Regards
Ismail Jacobs

I received a sms in Jan from DSTV about a promotion. Should I pay my subscription in full for the next 3months, then they 4th month would be free.
I did this and nothing from their side was honored.
Infact now I'm trying to get penalty fees reversed due to service suspensions and i was advised that I NEED TO CALL IN EVERY TIME TO CHECK ON THE PROGRESS AND IF MY SERVICE IS SUSPENDED THAT I NEED TO FOLLOW UP ON THAT.
IF this continues into the month of August, you can be sure I will cancel my subscription and will tell everyone about my experience, as well as lodge an official complaint with ICASA.

For the past two years multichoice have been billing me for a price lock plan I never had and everytime I call they saying they put on a not on the plan that I shouldn't be billed and they will escalate it to the relevant department and its now been 2years, my services are suspended weekly, I call in weekly just for them to reconnect I fail to.understand why I can't be treated like any other paying coustomer and the worse part consultants give me attitude and end up saying there isn't anything they can do I have now been paying for more than 3months bit it says I owe R900 and I'm on a compact plan...it's things like this that makes one end up going to platforms like "Hello Peter"...this is really embarrassing and bad experience with Multichoice if it takes that I cancel all my decoders and all contracts with multichoice then so be it im fed up.

My dstv was disconnected this morning when I wake up. When I have been trying to call the customer center several times without success. They say I owe dstv R6 how I don't know as I am using their self service to pay my account. I am told I need to pay R50 to reconnect but it's not end of the month yet where will I get money. I am not happy at all I'm paying in full why do I get short service.

1st, I don't know if complains here, are attended to by dstv, but after this, I'm copy past it to hello Peter and the ombudsman
Last year I went on easy view dstv, due to bad service delivery and repeating of movies over and over. I paid R29 only, this was fine, this month they opened Access Channel and I got interested into certain channels, R105, still fine. So Monday 22 July 2019 I phoned call Centre, really my blood pressure was high after the call Centre male assisted me, numerous times I asked over and over what amount they will be deduct for last 9days of month, it was difficult, no wonder dstv is going down. I asked him when debit order will go through, he said 24 hours, until today, Friday 26 July 2019 no debit order and I wake up with a sms for disconnecting due to no payment, again I phone from my cell, informed that I had to pay, I informed the lady that I want tel conversation to be drawn, maybe it don't exist, but they say recording, now I have to wait until they escalate the complain, again, I got into certain channels now, but I think I'll give difference from R29 and R105 to airtime for Netflix, I didn't have problems

No wonder dstv is dying, just invite me to the funeral, so I can clap hands and dance, they disurve it

Dstv
Due to the fact that you were not told to make payment manually we will reverse the reconncetion fee. your payment will be R 94.51

Me
Wow how I laugh now, you think I'm stupid, he tells me R24, my sms this morning says R74, you tell me R94, this I'm posting further to my online complains, this is stealing, you made my day, if I work out R105 for 9days, I need to pay around R32, what I joke

Dstv
If you can refer to the above message you will see we stated that the reconnection will be reversed, which is R 50 that will be reversed once the R 94.51 is paid

Me
No no, I only pay what's needed to be paid from Monday 22nd, that's unnecessary, why does it need to be reversed, it's double maths, then I struggle to get my R50 back, no no, do your job right, as needed on Monday, you just make it more difficult for dstv top management, because this is all proof, all the different amounts, the fault is at dstv, not with me, time is running out

Dstv
If the full payment is not made serviices will not reconnect, once payment is made the reconnection fee of R 50 will be immediately credited back to the account.

Me
It's fine, I'll take my complain much further, again, it was not my fault, it was dstv worker fault, I'm not paying in advance, my complain will end up at high priotities, keep claiming and I'll keep placing all conversations on media

They having been disconnecting my services after telling me I have a free month off. I have complained multiple times but nothing has come of it. They now telling me I owe them, even after I have submitted evidence that this is an offer they gave me. I'm now supposed to pay and accept their apologies when I have already lost much more. I have accepted their bad service for way too long and I have heard it.

On 01/07/2019 the extra view LNB was replaced by a technician from choice satelite, the contact we received from the DSTV office. 22/07/2019 and 23/07/2019 we started having connectivity which resulted in no signal the whole of 23/07/2019 and partly of 24/07/2019. The technician again came out to review and stated that the LNB was faulty and did not receive connection. He did not have any other LNB and decided to put in a single view LNB. This morning at around 09:00 the signal got lost on the smartcard 102... My husband then contacted the DSTV call centre of which he was told that the single view LNB will not be affected and they will fix it from their side and the decoder must be rebooted. I then contacted the Cape Town branch of which the consultant has stated that DSTV is experiencing technical problems and will resume at 12h00 today. I contacted the branch again at 13h54 and the consultant then stated sorry mam I can't help you I am offline please call again in 5 mins...really? Why did he answer the call then if he knew he could not assist... Then I called again at 14h05 and spoke to Levouna who also said that there is still technical problems and the technicians are still busy fixing the issue of which she does not know when they will be done. Then I contacted again at 16h00 and spoke to Phindile who then said that my husband should call, because only the one decoder is activated and he needs to request for extra view...
So my question is I have been connectivity problems for almost 4 days this month and wasting my airtime to call DSTV of which different stories are being told, but my instalment will remain the same at the end of the month...
DSTV should really work on their customer service as more and more customers are appalled by the service they are receiving from DSTV... I am strongly thinking to switch to Netflix of which I only read good reviews of...

I have had DSTV for many years, I have never had any issues until about 2 weeks ago.

After two years of price lock I received a phone call to ask if I want to renew for another two years, also price lock.

I decided to renew, WORST decision I made!

For some unforeseen reason the account was closed then re-opened and on the one account was a credit just a administrative nightmare!

After how many phone calls I went to the offices in Randburg, saw a manager Faith Bika who assured me this issue is solved, well my DSTV was cut again today. I have always had a debit order not once any issues with payment and now this.

I tried to contact your offices again, spoke to a Nakantla which was service was appalling!

What is going on at DSTV?

Is this the customer service I should expect and if so it will be better for me to cancel this contract!

I have now phoned 17 times and this issue is still not revolved, when I request to speak to a manager I get put on hold and nobody even bother to come back to me!

Dear DStv,

I would like to give feedback regarding the level of service I received from one of your DSTV app consultant by the agent name if Katleho.

The level of service rendered by this specific agent is to say the least appalling.

I would appreciate if a service manager can contact me regarding my experience.

I will soon be terminating my services with MultiChoice as we are paying a lot of money to receive such service.

MultiChoice is loosing its customers due to such agents and customers are opting out for data plans and going for service providers who will value them as their clients who bring value to their business.

Be rest assured that I will be posting my feedback on Hellopeter as well.

The company was suppose to do decoder installation, my setup had Explora with extra View, instead of leaving the setup as is, they open a new account for me with MultiChoice. Now have two account same amount 1. They never called MultiChoice to notify or confirm what they were doing. 2. When i complain to them they keep on saying the notes says of technician, not wanting to hear my story. 3. Refuses to give me email of a person i ca escalate the matter to only gave me general email to support. 4. A disgusting signs that they are not willing to assist. 5. Talks of extra charge if they come and resolve as its its a different job all together.

Please talk to them to resolve my problem.

I am on a DSTV Compact subscription which is supposed to cost R 399 pm. DSTV switches your services on/off to make profits on their reconnection fees. I am being told I now have to pay R 834 in order to get my services reconnected, while I am only a new Subscriber and this is my first month with DSTV. I made the requested payment of R 385 on the 26th of June when I activated my services, a week later that is when the horror started, my services kept being switched on/off timelessly.

I honestly wouldn't recommend DSTV to anyone, it is best to buy a smart TV or TV box to stream everything you want. Customers are being taken for a ride, this poor service and treatment from Multi Choice will be it's downfall.

Good day,

I am writing this email with dissatisfaction of services received from DStv customer services consultants.

1. I called wanting to downgrade to access dstv and because I haven't been using the decoder in a longer time I was advise to get a new one of which I did so and understood that it might not be working.

2. I got a new decoder(Explorer) which I then advise the consultant to cancel the old one so that I can go and pay services for new one. which I was told that there is system error for the to cancel the old one but was advised to go pay for new one in the mean time. then I got reconnected for services for compact. and I paid on the 1st of july which I advised the consultant to bill me on the 1st of each month.

3. on the 17th of july got disconnected and received an sms asking me to go pay R670 to get connections again. so I called to ask about that and was told that my account was upto date however it might be error on their side, which they'll log a case for the error and that it takes 24hrs to get feedback.

4. on the 18th I called to follow up on the case and I spoke to Nora which she explained that the reason for that it might be because I have two active accounts and she advised me that she will cancel the old one and move the money I paid to the explorer. and that my payment is the 1st of each month and when I go to pay on the 1st of August I must call to check if the old one was cancelled successfully.

5. on the 23rd of July I was disconnected to my services and received same SMS but now it says the amount to pay is R233. and according to my understanding I have to pay R399 on the 1st of August.

Kindly resolve the matter or cancel the entire account on my name as I cannot be calling every week with the same issue of which to my understanding its error on you side.

Your prompt response in this matter will be highly appreciated.

Regards,

Patricia Masebe