ADDITIONAL BILLING FOR RE CONNECTION FEE

Good day

I am deeply aggravated by my communications with the DSTV call centre over the last few month.

Ever since I reconnected my DSTV in December 2016 – I have endless problems.

I make payment every month before the 1st, using the pay and clear function on FNB. Noting that I pay an extra levy just to ensure that my DSTV account is paid by the 1st.

The events of late have left me with the reasoning that the DSTV accounts department either do not know what they are doing, or DSTV are trying to rob clients of their hard earn money. I have previously called in, begged for my calls to escalated and to no avail I get no joy.

Every month before I make payment I call DSTV to confirm that I need to pay R365 (compact subscription) – every month there is an additional reconnection charge. Why should I as the customer pay a reconnection charge if my account is paid on time.

Below are the answers and explanations I have been getting from your call centre.

1. In July I called, I was given the amount of 329.12 – due to the fact that I had over paid. I make the payment as told to me, the next day I get a message that I must pay another R90 – no one can give me any answers. Eventually the messages stop coming but my DSTV gets disconnected on a SUNDAY – I call the call centre, then my DSTV is reconnected.

2. In August, again I call the call centre get an amount of 365.00 – I make the payment. 20 minutes later I get an SMS to say I owe 415 – now I ask you what kind of system changes the amounts within minutes. I call the call centre back. The lady is screaming at me, I tell her I want her to listen to the previous call I made because it will show that I was told to pay 365.00. her answer to me was that the system adds the R50 reconnection fee INCASE the payment is not made on time. Now I have been working in finance for 17 years, not in my life have I heard such bull****.

3. In September (being today 28/09/2017) as you can see I am paying for October – naturally my instalment should be R365 – SEEING AS I PAID ON TIME THE PREVIOUS MONTH. NO – apparently I have to pay R415 because I short paid last month. She also mentioned that she cannot answer as to why my payment was no allocated according to the date I made the payment. I have proof that I have used the “pay and clear immediately function” so I would like proof that my payment was not received in your bank on the date that I made the payment.

I have paid the payment of R365.00 because as per the attached I have paid before the 1st of every month and I will not pay a reconnection fee when I have never been late with a payment.

I would like urgent feedback on this compliant – I believe that DSTV is taking advantage of me as customer and being completely disrespectful to me as a paying customer.