Appalling Billing and Debit System

<p>MultiChoice</p> <p> </p> <p>I changed my package from compact to premium on the 9th of July. Received an automated sms saying that I have not made any payment for my new service. I was not made aware that I had to make any manual payments for the service. I am a debit order client and expected to be billed on the 1st of the month. I was on holiday during the suspension of my account and got back on the 31st of July, I had to call the MultiChoice customer service at 21:00, to be told that I didn’t make a payment so they suspended my service. I spent 30 mins on the phone with Iyanda. She reconnected my account at 21:00 and said that I will be charged for the full package for this day. I’m not sure why you want to charge me for 3 hours of viewing, I explained to her that I won’t even be watching DSTV today, so she cancelled my subscription again. I asked her to reconnect it tomorrow with the compact packaged and she advised that she will but I should call in to ensure it has been change. Why is this process so complicated and painful? I asked to speak to her supervisor (Nomsa) but she could not come to the phone as she was on another call. Waited almost 10mins and still nothing so I thought I would just need to call back tomorrow. Spoke Ludwe today the 1st August and he explained everything to me. Needed to do ad-hoc payment (Really!) for outstanding amount and advance compact payment which I agreed to.</p> <p>Why is it so difficult to allow consumers the simplicity of changing their package and being billed accordingly on my specified debit order date?</p> <p>I’m appalled of your billing system and will not consider changing my package in the near future due to the above experience. Why does Multichoice suspend services of long term debit order clients without even calling them first? I have spent an hour between yesterday and today to understand and get my services connected again. I will not consider changing my package to premium for short or long term use. Your system is not consumer friendly and you are losing revenue.</p> <p><br />Regards,</p> <p>Yougan</p>