MultiChoice Africa / DSTV
Reviews and Complaints

In July 2019 I requested a downgrade and was assured that all was in order and the downgrade would be actioned. This did not happed. On 06 September 2019, I called the call centre, spoke to Sipiso who again reassured me that I will be downgraded. I was given reference number [protected]-I42 and told DSTV would investigate and someone will call me back. Again my request was not actioned. On 08 October I called to spoke to Ayanda, who advised me to call on the date of my debit to request a downgrade. I found this strange as this was in no way mentioned to me before and tried explaining this to her but she got herself into a snit and I was more shocked by her attitude that I asked to speak to her Supervisor. After holding on for 10 minutes a gentleman, Vinod came onto the phone but spoke so fast that I had to ask him to repeat himself. I explained about my downgrade request and felt that DSTV was unreasonable because I had to make myself available on the first of the month to call for my downgrade. What if I was hospitalized or travelling, how do I get DSTV to do a simple downgrade? I have done it in the past and never had so much fustration. The customer service is sadly lacking. The customer is not always right, but simple courtesy, having a good tone, not raising your voice and simply speaking a bit slower shows the customer that the agent is in control and it is just professional. I would cancel this contract in a heartbeat and dont need DSTV, your agents have to realise that DSTV is not a must to have in the household. Now fingers crossed I would not have to make umpteen calls for my refund

On the 28th of September 2019 DSTV deducted R2070.00 instead of R768.00. I immediately contacted them because that extra deduction had me left with no money. I was apologized to and told that it was an error and my money would be refunded within 5 to 7 working days. I told them I could not wait that long. On the 30th of September I contacted their call centre because I wanted to escalate the matter, as soon as I asked for the ombudsman procedure or contact details, the call centre agent dropped the call in my ear. Fast forward to today 7 days later, I at least expected my refund to be in and still nothing. So I proceeded to call their call centre only for the robot thing to tell me that I need to pay R1482.93 today, I waited for it to put me through to the agent but the number kept dropping. I decided to chat to them on their Facebook messenger page explaining what happened, I get a response that I was told that the refund takes 7 - 14 working days. I responded to them that they are lying and I have proof from our previous messages that I was told of 5 to 7 working days not 14. The agent then just replies with an apology stating that it was an error and that it takes 7 to 14 working days.

I already have an account with multichoice and wanted to upgrade and do a pricelock, so they took all my details and also said i need to do a debit order option so i agreed and gave them all my details, they delivered the new decoder and said i should wait for the installer which will come within 7 working days. 2 weeks passed and i called multichoice and the gave me a few numbers of installers that i need to call. Non of them agreed to come install because it was a voucher. Its now been 3 months and i still haven't installed my new decoder. I don't know what to do or report to in order to get this sorted. I have recordings of all my phone calls with multichoice agents and their names. I'm even thinking of writing to Peter Giles (HelloPeter)

I payed before my debit order went off and it also went off i reversed the debit oder and i appeared loke i never paid while i have sent the proof of payment and the re connection and a disconnection the happened every week after that i had to keep re calling and nothing was bbeing updated on multichoices side i sent 2 proof of payments they kept asking me for pfoof of payment everytime i called..i am beyond not happy wih this product now and im very tired of it

From: Wendy & James van Zyl [mailto:[protected]@oldoaks.co.za]
Sent: 07 October 2019 09:48 AM
To: 'proofofpayment@dstv.com'
Subject: DISGUSTING SERVICE OF DSTV - PROOF OF PAYMENT J VAN ZYL [protected]

Good day

I am disgusted in the service of DSTV as my account has been stopped for the 2nd time this month even though I have paid and one of your creditors confirmed payment was received.

Saturday : 28 Sep - Paid amount of R 480 via FNB EFT
Wednesday : 3rd Oct - SMS received that our DSTV has been stopped due to none payment
Wednesday : 3rd Oct - Phoned in and sent lady proof of payment so that she can investigate came back stating proof of payment received and I was reconnected.

Monday : 7th Oct - SMS received our DST stopped due to none payment

We've stopped your DStv as you've not paid. To reconnect, pay R582.98 using ref no.[protected]. Once paid, we'll reconnect you. To pay: payat.io/dstv/[protected].

I am extremely disappointed with Multichoice's level of service. I recently changed ownership of a couple of decoders to my own account, and I indicated that the credit available should be transferred from the old account to the new account. After the transfer was complete this company suspended both decoders regardless of the fact that I made a payment of a R1000 on the 28.09.2019 for these decoders. They claim I owe them R542, furthermore they disconnected my PVR services which have been paid for. I wasted a couple of hours plus a couple of hundred rands in call time trying to explain myself to the call centre consultants who all seemed equally clueless. After all they are not going to repay me the amount I lost by being disconnected neither the time and money wasted trying to reconnect without any success. You should try and improve your service otherwise I now understand why people are looking for alternatives.

The past weeks have been terrible as my DStv subscription was constantly disturbed, my services kept on being suspended because I am allegedly on arrears. I am totally not pleased with the latest chain of events as I pay my account religiously so every single month. I have been calling and asking the matter to be escalated but to surprise I don't get any response from you guys instead my account just keeps on being suspended, right now my PVR features are have been disconnected and I'm not even supposed to pay those since I am on price lock. My patience is running low because I have to keep on calling every week and I use money for those calls. I do not know where the problem is but I ask that this matter be attended to effectively and fast too. These acclaimed arrears are also affect my credit worthiness even more, I cannot afford to be inconvenienced any further.
I humbly request that my matter be attended to and resolved.

I opted to subscribe to price lock in April and although I am not one to like debit orders, I agreed to have DSTV take money form my account every month. The price that I was set to pay was R989 (premuim package & extra view). All seemed well and DSTV was behaving by deducting the amount as per contractual agreement. In September I noted that the money taken was R1105.94, and since I was going through the loss of a loved one I did not follow up. In October a deduction of R1104 was taken by DSTV and I then decided to call them on Tuesday 01/10/2019 in the morning. The lady assisting me was not of much help so I hung up and called again. This time Sandisiwe assisted me and advised that within 24 hour I would have someone contact me as they had made an error due to system change. Thursday 03/10 I called to ask for the supervisor and they could not transfer me, they advised someone from CCM will give me a call. It's Monday 07/10 and I have heard nothing. DSTV IS A SCAM! I thought a price lock meant my account stays the same, but I guess I got it all wrong. Can someone be useful and call me?

I am away on holiday and have brought my Dstv card with me as I am a premium subscriber. I tried to pair my card with the holiday home I am using, only to be told I cannot. Just another way DStv has let me down, I have been a premium subscriber for over 15years and now cannot watch World Cup rugby! I have close to 300 000 followers on social media and further more within my business, and am inclined to let know how it's always a mission to get a simple service! I feel this is so pathetic, something so simple and advertised by Dstv, but again just such a mission! It's no wonder people are changing to alternatives & Netflix! DStv leaves such a bad taste in a persons mouth! Just pay pay pay yet service and customer help is not there! Pathetic!

Customer [protected]
I payed an ammount of 890zar on the 30th of August 2019. I was disconnected and was asked to sent proof of payment. Proof of payment was sent (attached) and I was told that my account would be credited which did not happen. I have decided that I am gonna downgrade until my problem is attended to. I made a payment of 400zar for family package. Now I received a sms staring that I still owe 700zar which means that my account has not been credited yet and my pvr function has been terminated.

Needless to say my frustration as I wanted to watch the wolrd cup rugby was disconnected 5 times in one week and I had to make call from my private phone.

Recently, I down graded my package as it's totally unnecessary to have anything but the lower packages. Due to repeats...
But I am more Furious than ever as the limited channels I now have, lose signal every few minutes reading error code E48
I am looking to cancel and move over to Netflex completely. I've trialed it for 4months now and no issues at all with it. Jenell
[protected]

Good day
I am struggling to get my services reactivated simce Thursday. I called Multichoice about 10 times, each time they have a different excuse. Even the supervisors/managers have excuses not to talk to me. Firstly they told me I couldnt me reactivated because of the Select package that are falling away. Since Thursday night I sent SMS's to be moved to another package without any success. Today they told me that I can only be moved to a package which is too expensive. I am really upset with Multichoice and want immediate assistance.

Maryna Venter
[protected]

I have a holiday decoder on pre pay. I am now getting phone calls saying I owe Dstv R 2000, this on a pre paid service.

MY SERVICES AT HOME HAS BEEN SUSPENDED ALTHOUGH IT IS PAID BY DEBIT ORDER EVERY MONTH.

I have spoken numerous times explaining to them that my holiday house is a pre piad system. I cannot be held liable if Dstv decides to keep my services running if I have no money in credit.
The normal answer is they will excalate the matter. This has been ongoing for 5 months.

I have now after, being a client of theirs for 35 years decided no more Dstv.

LASTLY I WILL APPRIECIATTE IT IF SOMEBODY CAN CONTACT ME REGARDING THIS MATTER. AND PLEASE NOT A CALL CENTRE, WHERE THE STANDARD ANSWER IS ESCALATION.

I CAN BE MAILED AT [protected]@westerncapecoaches.co.za

I would like to Express my disgust with multichoice
My billing date is the 5th of every month..I upgraded to the premium package 2 weeks before my billing date..I paid my subscription on the 5th and called multichoice to down grade my package back to the compact package..they informed me there was a problem with their system and told me to do the downgrade on the WhatsApp number which I did..called them the 06 th and they told me they are unable to do the downgrade..what a bunch of incompetent crooks..it's not my problem that their system is down everytime you call..they want me to wait for my next billing date to downgrade
This is unacceptable and how many customers are they catching out this way

I was overcharged by about R150 on 1 September. Queried via email on 6 September. Was promised a refund. After a reference number and 6 emails my requests are now been ignored and I am still awaiting my refund.
It is illegal but dstv dont seem to care, or reply to my emails.
See copies below of emails

How can this be allowed to continue?

#5547148
Inbox
x

Maseroke Kganyago
Fri, Sep 6, 12:56 PM
Good Day As per telephonic agreement please find above reference number for escalation done for incorrect billing on account. Maseroke Kganyago Customer Service

Sharon Baran
Wed, Sep 11, 11:38 AM
Good Day Please note that I have not received refund as per conversation on Friday. Ref #5547148 Please follow up and advise

Maseroke Kganyago
Wed, Sep 11, 11:44 AM
Good day Kindly note that finance has bag log for accounts affected however i have asked for you're account to be prioritized. From: Sharon Baran

After being told by our local DSTV outlet that we can only apply for business package on line, my nightmare began. After getting scanned copies of application, this was sent through to DSTV commercial, 2 days later an email received that all pages must be initialed. ? why, surely my confirmation of acceptance of the package means I agree with your terms and conditions? Anyway this was initialed and sent through, another 24 hours later, still no activation, I then made contact with DSTV office (Randburg) 011 2893000, No activation had been done, but a reference number was available. Another 40 minutes on hold while the consultant ran around trying to understand my request.
All i can hope for now is that this has been completed correctly.
Very dissapointed in what should be a world class company. Multichoice, Shouldnt you be assisting your customers instead of angering them.?

On 21/09/2019 I requested an upgrade until 26/09/2019 which is my next payment date. There were no additional funds for me to pay since I had always paid a little more on my compact subscription for days when I need an upgrade. I was told that I had R176.00 or there about which was sufficient to cover my upgrade.

Following that I made a deposit of R400 for my normal compact subscription. Since I was out of town I did not notice what happened after the 26/09/2019 but I assumed that everything was going on as normal. On 02/10/2019 I received an SMS that my service would be suspended unless I pay R434, and my daughter confirmed that the service was suspended. I phoned your call centre requesting that my downgrade take place immediately but the service agent on the other side, told me that will only be possible if I pay the R434 which I then proceeded to pay.

On my return I see that the full premium package is active despite my requests on 2 occassions. On phoning again I was then told that the downgrade will only take effect on 26/10/2019..

What is annoying to me the most, is the fact that I was told before that the upgrade can be done up to payment date and once now you see that there are funds available you try to squeeze me for some more. The only reason I did the upgrade was to watch the springbok and since they are playing at times when I am at work, I simply do not need the service and not only that I simply do not think the service is worth the price.

You also need to keep in mind that I make payments around 20th which is my payday, and it would appear that this problem would escalate again. I have been thrown from pillar to post this past few days trying to get this sorted unsuccessfully.

For this reason I need my compact package be restored immediately and the money I paid remain available .

Cust number [protected]
ID [protected]

Good day

I am mad as can be. I want answers today with regards to my debit order value on my contract, that changed without my permission!

On 4 Sep a Debit order was taken for R950.10. Nobody at Customer service could explain why this amount has gone off, it was escalated 4 times and up to today, nobody has advise ANYTHING.
I received an sms today saying that my Debit order on 4 Oct is going to be R1074.10! WHY!

Please advise what is going on with my account immediately or I will go public with this nonsence!

I am currently holding on a call that has lasted 35 minutes, but still no answers. I have now been told that a manager by the name of Firaaz Mahommed is escalating the query again.

I need answers, please. Why was Sept debit order R950310 and Oct R1074.10?

I am on a pricelock premium, taken out on Black Friday 2018. My monthly payment is supposed to be R749, which includes Dstv Premium and Access fees plus monthly Dstv Explora and Wifi Connector.

The only added fees should be Box office rentals of which there was one rental on 1 Oct

I need a breakdown of the 2 debit order values please.

*****

I received an email from DSTV Call centre with note that I will be contacted within 8 hours. Needless to say it has now been 48 hours, still no feedback