Account payment error Complaint!

To whom it may concern

It's with great disappoint I write this email as a loyal DSTV customer. On the 07th December 2018 my account was stopped as you said I had made no payments and of which I had made. I called same day and spoke to Ipeleng Seiso whom requested I send proof of payment, I sent a bank statement and she said she would escalate the matter to finance then she reconnected my DSTV.

On the 22 December 2018 I got another sms stating I owe, I spoke to different consultant whom I did not take the name of as I was very angry and wanted matter to be resolved. She then said I must send documents again but I asked if she can not pick up any communication that took place prior as the lady said she will escalate the matter, she then said she found communication and will forward the message to finance which caught me by surprise as I thought it was already done but did not ask further, then she reconnected me again.

On the 27th December I got same message and I called once again, I explained my issue out of frustration this time the consultant told me the statement was not sent through to finance and the Bank Statement sent will not be sufficient as I need to send a transaction history I then told her I'd go to the bank as I've made it a recurring payment which does not show transaction history. She then reconnected me.

On 28th December I went to the bank they said the only proof I can give DSTV is the bank statement as it is a recurring payment and will not show transaction history at all, I then drove to drove to Multichoice in Randburg where I was assisted by Refilwe who was very friendly and tried to be helpful. I explained the whole story above and she went to speak to someone from the finance department with my statement I had sent, they also said they want transaction history, did not bother to go an extra mile and follow up on the matter was simply told to go back to my bank and get what they want. I called Capitec whilst I was with the consultant and showed her the app and how it works of which both confirmed what I had said. Refilwe then said she would cancel the reconnections that took place and gave me an amount that I need to pay in R248.39 which would be payment for connection as of the 28th December until 30th January. She then said the R385.00 that I had paid on the 30th November as shown on the Bank statement will be sorted and I need not worry, mind you spent over an hour at multichoice. Later that day I received an sms stating I owe R459.51 despite following procedure and being told I will not be in errors after making payment I was requested to pay.

I'm really ANGRY, FRUSTRATED and DISAPPOINTED at the fact that Consultants I called did not escalate the matter as promised and it seems like finance is not trying to assist in any way and follow up on the matter after I've made effort to bring proof of payment as requested, and to think I'm a loyal client who always and still pays on time without a doubt and I'm being treated like a bad client. In the processes I'm loosing my Time and Money by calling endlessly and driving far just to get the matter resolved, This is not FAIR! Still dealing with the issue to-date! Everytime I called and I stayed for over 30mins on the phone. I'm really disappointed in the level of service! Honestly if this matter is not resolved as much as I love DSTV I will cancel my subscription as I can not be treated as though I'm an unloyal customer. To make it worse NO ONE is helpful and now it seems like I'm in error of which I'm not but clearly no 1 cares.! I spoke to 2 different supervisor/managers Duncan and Siphamandla whom were telling me about protocol and not coming up with solutions to issue. This is by far the worst experience I've faced with DSTV and even the complaints department haven't gotten back to me!

Regards Nomsa Nkomo