3rd complaint and still no feedback!

Hello

So I have been battling for more than 3 months with Dstv. On different platforms, from Dstv Facebook chat, call centre and hellopeter, yet no luck.

So I am putting everything on pen, so this can be sorted out by the right person, which I think is the CEO, because this cannot obviously be sorted out by the staff anymore as clearly there is no one with ethic or authority working there anymore.

This is my long story, wasting more of my precious time. So please make sure this email finds the right person that will take the time to read this, cause I have been explaining this to numerous Dstv employees with no luck. Customer nr ***8 Janine van der Riet So I ordered price lock, the deal with dish, decoder installation beginning of October after someone finally called me back to take the offer from dstv.

I was told (and please go back to ALL THE RECORDINGS), That an installer will contact ME within 2 weeks. I asked again if I should not contact an installer. Once again, with my mother next to me as witness, the lady said no, an installer will contact me after I receive my decoder.

Right, I was also offered a second offer, another explora decoder for a once off fee of R50. It sounded to good to be true, so my words: so for once off, R50, i het another explora decoder. Yes was the dstv employees answer. I thought great. Lets do this and wait for the installer to call.

So I receive my two decoders, but no installer has phoned me yet. I try to phone dstv once again on hold for more than 25 minutes. Try again, same story.

So i go on Facebook Dstv chat. On 11 October and tell them no one has contacted me yet to install.

Suddenly I am told that I need to phone and installer. But like I said above, it was confirmed twice that the installer will contact me.

So i phone an installer, pricelock installed the next day, 15 October.

Extra view in my bedroom with my extra R50 once off decoder.

The installer tells me all is good, and the debit order will go off at the end of the month, pro rata as it is half a month.

Everything works except for extra view in bedroom dont seem to load all of catch up, still to this day, but okay.

19 october. Get home, dstv cut for non payment?

Once again on the same chat on dstv facebook chat. I enquire. Their answer: overdue amount of R452. For 2019-10-04 to 2019-10-18.

Stating once device is delivered that is when the charges start.

But on my initial subscription they said we have two weeks, and in that two weeks an installer will contact me, like above mentioned.

Then still 18 October they said: a total amount of R849.87 would be due on the account, comprising of the overdue amount of R452 and the forward billing from 19 to 27 Oct.

So I PAY this against my will, just to have the services restored, send them all the proof of payments.

20 october: extra view is cut. On dstv fb chat: kindly note that you do not have extraview connected on your decoder."

Then, 21 October, the extraview decoder is not playing due to payment that has not reflected on our side."

But, i paid, all worked. And suddenly again cut.

Then 21 october at 15.51: suddenly our primary decoder is blocked again.

At last it was sorted. Everything works now except catch up on secondary decoder, and to this date still not full catch up, but i cant fight about this anymore.....trying to explain is like talking to a 2 month old baby, expecting to understand.

29 November

I go through my bank statements, i realise dstv is not sticking with the R899 price lock. I also pay my mom's Dstv, both contracts subtracted more than R1200 monthly?!

Back to dstv facebook chat, still the same chat with all my detas and previous messages. Their answer: ok it appears this discount is not being loaded on your account. We have sent your account to our team to correct error.

3 december, enquiring again. Their answer: we have not received any feedback but have re-escalated to relevant team.

9 december, i enquire again. Their answer: hi Janine. Refunds takes 7 to 14 working days.

20 December

I enquire again, their answer: hi janine, on our side there is no credit for refund.

Then a bit later, answer from dstv: on our side your account is sitting on overdue. If tou do not mind explaining again....."

Like what, again, must i start explaining again?

This is where I said i need to speak to someone senior that could actually do something. I was asked by them if i want a team leader to contact me. I said yes please. In the small hope that someone can do something. Still waiting for that team leader's phone call.....

Inbetween i went to hellopeter. An Amanda lady phoned me, finally somebody sounded like they understand and she promised to investigate and get back to me... well still waiting for Amanda.

So what must I do more than what I am doing now! Many telephone calls, resulting in hundreds of rands of bills, ******** debit orders, the almost R900 I had to pay in advance while not having Dstv.

If you must know what I think, I would be locked up. Seriously, if you did read till the end, which I doubt, then just imagine how painful it was and still is for me for the past three months!!!!! And still no joy.

I want everything refunded, the cash I paid and the debit orders, for everything I went through, and then I want on paper that the account is now correct as well as the debit order 100% correct. And that the R50 once off on Explora applies as I was told on the recorded phone call.

I hope someone responds soon!

Janine