ANGRY AND DISSATISFIED

Good Day

I have issues with Multi-choice South Africa and I feel that the following rights as a consumer are being infringed by the service provider and am not sure whether this is the right platform to address my concerns but I have on numerous occasions address my various queries with multi choice both through online channels, whats app and by telephone call and email and I am still not satisfied with the service I receive and responses I have received from their offices.

Right to Information: Right to Choose: Right to Redress: Right to Consumer Education: Right to value for money: Products and services MUST give value for money;

During 2021 November to be exact I entered into a internet bundle agreement wherein I was advised by the agent I spoke to advised that I would pay an amount of about R299.00 in that range for 24 months for a 200gi bundle plus router. during the same month I app**** for Price Lock for the new explora Ultra and when i spoke to a certain agent by the name of Masego Mahlongo( I have attatched the emails sent to him and received from him hereto) he advised me that my internet package would be combined into my price lock package and I would only pay R899 per month.

Month end of November my account due showed R800 and something which I proceeded to pay later the amount changed and it had then increased to something like over R2 600 I then ended up paying the full amount but then i started having issues with the sim card the router kept going green I called in multiple times and no one was able to assist me the same response was that the matter had been escalated and that a manager would call me back to this date not one manager has called me back and no one ever came back to me because in my opinion the router should have been flashing blue which is the color it makes when it has data loaded on the sim card, I then tested the call centre agents theory she said that the router was faulty and I should take it to Multi-Choice in East London I get there the queues are ridicoulously long so i left.

In December i put a rain sim card into the router to see what color the router changes to and to test the theory that she said that it was the router which had a problem only to find out the router changes blue and starts working so its not to say that there was something wrong with the router but in actual fact i was paying for data which is not being loaded onto the sim card and i am being fed lies upon lies by agents who dont know what they are talking about because then in December they turned my services off stating that the amount i paid only covered my dstv subcription but that the internet package is one account with my subscription so if i didnt pay that my services would be turned off.

In january this year i did not pay and in February so my services was disconnected i sent them emails because the account was showing an amount of over R2000.00 on dstv now. at the end of February 2022 on the 24th I went onto the dstv now app and checked what amount was due on the account and then it states R1380.00 or something which i then make a payment of R1400.00 so when i tried switching on my device nothing was showing it still said that I had not paid.

I sent a whatsapp message on Thursday and the lady said it was a technical issue and that it would be escalated once more the services was only reconnnected the friday morning.

Which gets me to my issue today we switch the tv on and its off the service, however on the 28th February 2022 amount due showed R169.00 the statements and amounts due are misleading I dont know what this R1058.00 is for which they require for my service to be reconnected and on top of that I can never get a proper breakdown of my entire account and or correct answers to any of my questions. Yes i want the service but why am i constantly being billed like this and why is there always issues that they cannot rectify or explain.

I need answers today from them because then they need to give me my R1400.00 back cancel the price lock and i can return all the devices because they are even stating i cannot cancel there is no such thing there must be a loop hole something alternatively am going to speak to my attorney about this and let him see to this because this is really not right in all aspects.

Below is a printout from the DSTV now website see there am being billed for Compact Special 200gig and and am being billed for contract deal plus a 400 gig Subscription of R779 and another R111.29 for another 400 gig Subscription which i did not sign up for they can draw all the calls to me and me to them because all call centre calls are recorded, but if you look at the bottom an amount of R1058.02 is due for premium subscription but am supposed to be on price lock it doesnt make sense at all.