39 DAYS - NO REFUND - USELESS CALL CENTRE TO BLAME

<p> </p> <p>39 days and counting waiting for a refund beacuse of *********** call centre staff.</p> <p>On the 1st of June 2016, I called into the call centre and cancelled my DSTV subscription. I spoke to Boitumelo Nonyane – who processed the cancellation and then asked me to email a copy of my ID and proof of bank account – which I did while he was on the phone with me. He confirmed receiving the mail. I was told that the refund of just over R1600 would take between 7 and 14 days to reflect in my account.</p> <p>By the 20th of June 2016 – no payment had reflected. I called the call centre again. This time I spoke to Paul Sidibe – who confirmed that the refund had been rejected. And that he would reprocess it himself and that it would go through. I re-emailed the documentation I sent to Boitumelo to him. I was told that the refund would take another 7 and 14 days to reflect in my account.</p> <p>Low and behold, today the 9th of July I still have yet to receive my money owed to me by DSTV. I called the call centre AGAIN. I spoke to Thembisile Baloyi. Who told me that the refund had been rejected because there was no ID attached. I referred to both emails that show that I did send a copy of my ID. I asked to speak to a team leader or supervisor – unfortunately I don’t have his/her name, but I am confident that Multichoice will be able to check who was the supervisor working with Thembisile on the morning of the 9th of July 2016. This arrogant supervisor opted not to to take my call, but to tell Thembisile that I have two options – either to resend the documentation to Themibisile or to start a new refund request – not exactly great customer service considering that I have been waiting for 39 days for a refund that has not materialised because of the inefficiency of two of Multichoice's call centre consultants. I must admit I was rude to Thembisile and have apologised to her – but I have had it with the call centre’s incompetence.</p> <p>Further more Thembisile then informs me that I now need to provide proof of payment – PROOF OF PAYMENT!!! Despite Multichoice sitting with a credit amount on my account! This is the first time that I was asked to provide this. I did then supply this information this morning.</p> <p><br />Thembisile then informs me that I am now only owed around R1500 – I find this hard to believe as Multichoice's own statements reflect an amount of R1671.17 owed to me.</p> <p><br />In light of the shocking service I have received I opted to formally lay complaints against Boitumelo Nonyane, Paul Sidibe and the supervisor on duty during my call with Thembisile Baloyi. But Multichoice doesn't have a direct complaints email - you can only submit a complaint via their enquiries email. This department an take up to two days to respond (this I know from previous experience).</p>