3 months of calling multichoice reporting my pricelock decoder not working yet i am forced to pay!!!

Hi

I am in deep regret for using your services as it has been nothing but a stressful and costly journey. I am disappointed in how the matter was handled. I have so many recorded phone calls trying to reach out to multichoice and pricelock from 28th May 2019 reporting that my decoder is not working as it should. The decoder was received on the 24th May 2019 and installed on the 25th May 2019 by one of your installers from your website, cell number *** or ***. I have complained I don’t know how many times. I spoke to so many advisors, I spoke to Ronelle Cain at some point regarding this matter and I even went to a store in centurion, but I still had to assistance. My decoder remains useless to me yet I’m paying for the service.

Advisors keep referring to me a store to return the decoder yet the store says pricelock need to pick it up from delivered address. I called so many times and the matter keeps being escalated yet no one calls me. I called multichoice 100 times yet my problem is still not solved. I spoke to Jessiah on Friday the 26th July 2019 at 07:41:11 ref number is my customer number to escalate the matter yet no one called.

I spoke to Phakama at 08:54:39 on the 31st july 2019 who advised that I go to a store, she was not the only one to say I need to return the decoder to a store. I took time off work to go to a store, I got Portia to assist me who then called the installer as she suspects it was the installation fault. The installer agreed to come fix it but when he got to my house he says it is not installation it is a multichoice problem. I then had to drive all the way back to multichoice for further assist.

On the 31st July 2019 at 10:45:43 I spoke to a lady who took me to support agent Linelda who then put me on hold for 15 good minutes and DROPPED THE CALL, she claimed she escalated the matter yet still no one called. I had Yolandi on the line who put me on hold without a warning and also dropped the call on me yesterday at 16:05:50 31st July 2019.

I get a call from one of the managers Philile Nkosi tel number *** at centurion store who assisted me yesterday also saying that I will need to keep the decoder and if I want out of the contract I need to pay the amount of 24 months for a decoder that does not work. Call received at 11:16 on the 01 August 2019 from this ***.

This is not all. I have call recordings advising multichoice of the decoder, calls trying to call pricelock with no answer 5 times yesterday.

In conclusion, my decoder is still not working, the installer faults multichoice, multichoice faults installer, I am paying and held against a contract for service not provided. I need a way forward that’s fair and legal for both parties. Or let us go to court with this matter.