Absolutely Worst Service from the Most Frustrating "Service Provider" Ever

My latest experience with DSTV customer care has left me never wanting to deal with this company ever again.

Our DSTV, by choice, has been off for a while and due to this, my husband received a special reconnection offer to stream dstv for R499 a month over 3months. The offer was enticing as he wanted to watch the rugby, so I reinstated the dstv on the 28/06/2024 by making an eft payment of the amount and had no problem whatsoever. Come 29/07/2023, we paid the next R499 and then all the issues begin. Our DSTV was disconnected on the 03/08/2024 saying we had an outstanding balance. When I called them, they advised we had requested dstv mobile stream which was an additional R99 a month. I explained to the consultant that that was news to me as we never requested any additional extras when we changed over to dstv stream last year. After a long back and forth the consultant came back to me after speaking to her team leader and said they have cancelled the extra mobile stream and will reconnect our service when at that point which was 41minutes later the call miraculously dropped and when I checked the dstv nothing that she said to me had been done.

I called again and asked for the person I spoke to, and they didn't know who that was so once again we start from scratch which was weird to me as I had sent emails the first consultant asked for and gave the reference numbers so I could not understand how this consultant couldn't see who was helping me. After another 20mins no resolution and just being told the same thing over and over that we asked for it which I kept disputing the fact. After that 20mins, the called ended as my airtime came to an end after the hour was up.

My husband then called giving the same information and disputing their claim we asked for it, amazingly still his call automatically drops. He speaks to another consultant and after requesting a copy of the call where we requested additional services and a very drawn-out call as well as requesting our R499 that we paid for this month be refunded, she says she has escalated the matter which has now been resolved, and the account will be reinstated within 24hours.

So today, after seeing that 24hours is up and no reconnection has been done, he calls again, and they can't even find the reference number he has received from the consultant. He insists on a supervisor and conferences me in on the call. The team leader refuses to listen to anything that is contrary to what she believes which is evident by her repeating the same information over and over again and asking the same questions over and over again. Hearing our frustration and refusing to respond to our requests, she transfers us to the Retentions Department who says they can't assist and don't have the ability to transfer the call back to the team leader and we must call again. Now this is after 1hour today and 2hous on the phone yesterday.

SO AFTER 3 HOURS AND OUR WASTED AIRTIME, WE ARE BACK WHERE WE STARTED, WITH R499 BEING PAID TO DSTV BUT NO DSTV SERVICE AVAILBLE TO US.

WE WANT OUR SERVICE RECONNECTED OR REFUND US OUR MONEY..... THIS IS EXTREMELY FRUSTRATING......