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Home Satellite & Cable TV MultiChoice Africa / DSTV multichoice not explaining true conditions of dstv explora price lock contract deal

MultiChoice Africa / DSTV  -  multichoice not explaining true conditions of dstv explora price lock contract deal

A
Author of the complaint
7:14 am
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I am currently a DSTV Premium subscriber with extra view which amounts to R844 p/m. My customer number is [protected]. I enquired about the price lock option plan of R899 p/m whereby one receives a DSTV Explora, Premium package and extra view/access fee inclusive. I explicitly asked the consultant from DPP department (as per the recorded telephonic call), namely Devan, whether I would be charged for any charges as I currently have a HD PVR as my primary and a SD decoder as the secondary, therefore the extra view is set up. I referenced and asked the consultant several times what the installation entails and he said that the HD PVR needs to be moved from the primary to the secondary and the DSTV Explora would take the place of the primary. I enquired all of this before I took up the deal making sure that there would be no additional charges incurred to me. He said that there would be no costs incurred to me only if I wanted an additional TV linked. They said that they would inform me once they deliver the decoder then Multichoice starts charging), but I .e once they deliver the decoder then the Multichoice starts charging), but I received no notification. The decoder arrived on 31 March 2016. The installer came 2 days later (02 April 2016) and said that he would charge me R750 for the set up of Extra view. I was not given that information that they would charge me as the DPP consultant assured me that there would be no additional costs incurred to me with regard to installation. I phoned Multichoice as the installer was there and the woman told me that the installer is correct in charging me for extra view set up as the package only includes the installation of the DSTV explora. I cancelled the contract and they gave me an escalation number 7706880 and said that DPP would phone me back. I asked the consultant if it is possible to cancel and she said yes since I only have the decoder 2 days in my possession. On 06 April 2016, I phoned Multichoice again for a follow up and they sent me from post to pillar spending more than 45 minutes on the phone. The consultant sent me a decoder payment plan: Settlement quotation amounting to R2883.41. Then I explained to the consultant that I want to cancel the contract as they gave me the incorrect information in order to sell the product and service. I have not received a phone call from Multichoice to date. The consultant gave me another escalation number: [protected] - I23. Another point, the consultant said that Multichoice would charge me only when installation occurs.
My dilemma is that I am currently paying R844 and R899 per month. I cannot cancel my current subscription of R844 as there would be nothing to watch on TV. So I'm stuck with paying for a service R899 which is not in use. I want a cancellation done from the date the incident was lodged with Multichoice.

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20 comments
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T
Apr 25, 2022 12:45 pm
Verified customer This comment was posted by a verified customer. Learn more

I also they charge me R479 first 2 months on contract but this month the price has changed I must pay R549 this is a rip off they say i must drive to randburg to listen to the contract I said if I drive to randburg i found that their sales people where wrong they gonna pay for the petrol they don't agree multichoice must get competitor so that we must not suffer

G
Oct 10, 2019 4:38 am

Morning

I’m very disappointed with your service. I have been calling your help desk since from July 2019.

I have Dstv Explora which initially was a Contract that started in 2017 and had to end in July 2019 but it didn’t end. I contacted you guys you said I was left only a month to finish my contract due to fees that I did not pay which was completely confusing but I paid the remaining amount that you wanted me to pay. Now I’m surprised I’m still owing the crazy amount that I have been paying ever since and by now my contract had to be ended.

I have been contacting you help desk and some of the people I spoke said my account is in arrears some my account is not owing anything my contract had ended. When I kindly ask for them to escalate my incident they always say they’ll do but when I call again we are going back to from the start to explain

1) This is airtime consuming for me which I never planned for
2) This is inconvenience for my family since sometimes you switch of my channels saying I didn’t pay but when I call they say money is hanging somewhere it didn’t appear due to the person who was busy with my incident
3) This is very straining me financially coz I’m paying crazy amount that are not part of my price plan

Yesterday i called again i was speaking with Millicent Zwane. She sent me the statements which are not comprehensive via email. the line cut me while we were speaking she did not call back to show that she was keen about the incident i sent her emails yesterday still she is not responding to my emails

Kindly assist

[protected]
[email protected]

J
Jan 04, 2019 1:46 am

Applied for the Explorer option, was told I qualify after a lengthy cinversation. I have been with DSTV since inception and have had a debit order coming off monthly. Three weeks later I still had no decoder so enquired. Phone call today tells me they couldn't do the deal because the bank account was not compatible. After 30 years? They want a copy of my bank account. I told them to cancel the request. Sounds like a scam. Disgusting treatment of a long standing c lient.

J
Apr 13, 2018 1:47 am

Wait until you finish the 2 years and come up for renewal. They contact you a month in advance and ask if you want to renew the pricelock for another 2 years. Once you agree, they charge you a cancellation fee, because you cancelled the agreement before the 24 months was over. But you didn't, they called you and asked if you want to cancel, making it seem like you just renew for another 2 years. They are seriously backhanded and are trying to fool customers.

S
Apr 06, 2018 10:39 am

Case number 9469094. I've been waiting since Sunday for someone from the DPP department to get back to me regarding my account. I've had the same problem with them for more then a year now there must be someone that can sort this out in a day and not two weeks.

T
Oct 14, 2018 1:53 am

They never phone l have also been waiting for a call back

N
Apr 03, 2018 8:49 am
Verified customer This comment was posted by a verified customer. Learn more

I recently went to apply for finance and was advised that i have been put on a payment plan which means im under debt review - i asked who it was through and they advised DSTV, i said that i am not on debt review i opted for the price lock for R959 a month - the lady at the bank advised that it was not set up on their side as such it was set up as i was in debt and was put on a payment plan to settle what i owe them. BE CAREFUL WHEN SIGNING UP WITH DSTV, the staff don't know what they doing and they load contracts incorrectly and this is not advisable, don't let them Debit you - rather pay them if you still need to go this route

T
Oct 14, 2018 1:52 am
Replying to comment of Not a fan2

I totally agree l have also been scammed

S
Apr 03, 2018 4:39 am
Verified customer This comment was posted by a verified customer. Learn more

I have the same problem with Price-Lock. Not clear or enough information is supplied to customers.
I pay R549p/m for 24 months but now my acc. was debited R668.

P
Aug 15, 2017 8:29 am

I have opt for the price lock package last year 2016 July. Since I have taken out this package there were always a problem with my account showing that it is in arrears. After multiple emails sent to the accounts department with no replies, and numerous telephone conversations with the client departments they still can not resolve my account. Every month they disconnect my services, only stating that my account is in arrears. After making cash payments on this account they only tell me that I am behind on the price lock account. I have shifted money over into that account to bring it up to date but the problem don`t get solved. I have downloaded my last statement of July 2017 and it does not show any arrears. These people working at their accounts department are unprofessional and it puts their whole business in a very bad light.

J
Jul 06, 2017 12:08 am
Verified customer This comment was posted by a verified customer. Learn more

I have still had no one call me, however suddenly my account is paid up in full...which I have never paid as they have never done any deductions...I honestly do not know how they work and who to call. My husband works for DSTV Agent in out town and not even they can assist as this is a totally different department which seems to be run interdependently...my advice...do not fall for the DPP plan...its more of a nightmare than a pleasure.

A
Jul 05, 2017 2:30 pm
Verified customer This comment was posted by a verified customer. Learn more

Did DSTV actually contact you after this complaint to resolve the matter? Just need to know if i need to go to Helo Peter if this doesn't work?

J
Jan 31, 2017 6:40 am
Verified customer This comment was posted by a verified customer. Learn more

Oh but that's nothing, they are not even deducting the payments off each month from my account. I get an sms saying that I have not paid and they have put my name on ITC and there debt collectors will contact me. You cannot call them cause there is no number. I send them an sms on the number they have and no one calls back and if you lucky, they cant assist and will get their accounts to call and I'm still waiting...since Nov last year...

S
Jan 31, 2017 4:15 am

Hi, I have the same issue, They offered me the price lock explorer to replace my existing PVR. I did not call to activate the explorer but I have been told that I need to pay R2800 for the explorer price lock, which has not even been installed yet, and they are still deducting the usual monthly fees for my existing PVR which has been in use. So I must pay for something that I have not even used yet, and I have called 2 times, they say they will call back, but no one does. Its such a rip off.

J
Oct 19, 2016 10:31 pm
Verified customer This comment was posted by a verified customer. Learn more

Hi, I have the same problem as you. I was told I have to pay up R2945.00 to activate everything and that I cannot cancel the deal. What the hell? this was never told to me either. I honestly think that there must be something one can do. My decoder was delivered to me in the beginning of Oct 2016 and is still not installed, can only have it done on the 25th...madness I tell you.

Z
Feb 01, 2018 6:51 am

Hi Joan,

Was this issue ever resolved because I have the same issue, the decoder was delivered in Nov last year and was never installed. The installer was supposed to come the next day. Last week he came and told me that the installation is done at one point of which this was not the agreement I had with their sales rep. Multi choice started debiting my account in December. I have been reversing this amount since it makes no sense for me to pay something that is seating in the box. I have asked to cancel the contract and they told me I was to cancel within 7 days of receiving the decoder. How was I supposed to cancel if there was no installer in place to tell the opposite of what they said?

P
Oct 15, 2016 12:05 pm
Verified customer This comment was posted by a verified customer. Learn more

I have contacted them numerous times to enquire about this package. They said the same to me about no installation fees and I informed them I have dual view. They promised to phone me back for 10 days now. I even spoke to 2 supervisors. Their bosses couldn't care less to even phone me back. I think they need competition. Maybe then they will provide service. How am I suppose to upgrade if they don't contact me back. Reading your complaint I'm thinking maybe I dodged a bullet.

M
May 13, 2018 2:49 pm
Replying to comment of Pinkfairy

They never contact you back...never...I agree they need competition. We are being taken to be desperate idiots...

D
Sep 30, 2019 3:46 am
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of Pinkfairy

These is what is happening to me

D
Sep 01, 2016 11:46 am
Verified customer This comment was posted by a verified customer. Learn more

I had planed to get the R899, in about three days I was told the price had changed to more than R900. It confused me to the extent where u complained to multichoice but their call centre agents are just there to listen to a complaint not to help, we as customers now are being treated like idiots and are expected to be great full to this company am sure hence I say it needs competition. My complaint was never resolved and am still bittered by that! A lot!

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