MultiChoice Africa / DSTV review: Showmax ( 1 comment)

I am writing to formally express my frustration and disappointment with the service I recently received. I reached out to your support team to resolve an issue; however, the experience left me extremely dissatisfied. During my interaction, I did not receive the level of assistance or professionalism I expected from DStv.
I was previously a Showmax customer and was informed that the service had been discontinued and that customers would need to migrate to DStv. To my surprise, I was unable to stream yesterday.
This morning, I initiated a chat inquiry to understand the issue. I was advised that an email had been sent to selected customers, requiring them to subscribe by the 15th. However, I did not receive any such communication. I was also provided with the following eligibility criteria for the migration and discounted R99/month offer:
The subscription must have originated as Showmax-only, without an active DStv package.
The account must be active with payments up to date.
The offer applies to the DStv Stream Compact package.
Existing DStv Compact, Compact Plus, and Premium customers are excluded, as they already have access to Showmax.

Unfortunately, the agent was unable to explain why I did not receive the email and referred me to the call centre. When I contacted the call centre immediately thereafter, I was given conflicting information and told that I needed to already be a DStv customer to qualify, which directly contradicts the earlier explanation.
This inconsistency has caused significant confusion and frustration. Additionally, I was assisted by Agent Zama, who declined to provide her surname and could not offer a way forward. She only provided a ticket number: [protected].
I am extremely disappointed with the lack of clear communication and the contradictory information provided by your support channels. I kindly request a thorough explanation regarding:
Why I did not receive the migration email;
The correct eligibility criteria for the offer; and
How I can regain access to the service.
I trust that DStv values its customers and will take this complaint seriously.
Your prompt assistance in resolving this matter would be greatly appreciated.

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