APPALLING SERVICE!

Ref ***3-i218. APPALLING Service!!!! Good Day

I have had a decoder/prime contract since 2022. This is after i had cancelled my previous service in 2018 when I left for a 4-year posting abroad.

For two years the service has gone well in general. I pay via a scheduled payment on the 17th of every month.

In 18 November my service was cut off and i was told that DSTV doesn’t accept payments over the weekend. I sent through proof of payment (ref ***) and was reconnected. On Tuesday my service was cut off again and i was told that my PoP was allocated to another person (I have the name). I spent about 40 minutes in the line to DSTV to resolve that matter and I requested an enquiry into my account and what happened - I received a ***-i218).

On 21st my service was again cut off. This time i was told that i owe over R1000?!? Which impossible because i have been paying R949 and have not received a notice of an increase. I was told that there are 2active decoders on my account. Which is impossible and also the first time i heard of this. I was told that the mistake would be fixed.

On 22nd and 23rd my account was suspended and by now I had escalated the matter 4 times and have heard nothing from the escalation department

On Sunday 24 November a person from Escalations called to find out if the problem was resolved - i told her it was not and that i was cut off again. She reconnected me and assured me that she would resolve the problem and call me back -I am still waiting. Today 26 Nov my service was cut off again. In desperation I proposed that I resend my PoP so that we can see if that will resolve the problem. I wanted 40 minutes for the person to resolve the matter and all he did was put me on hold and play that awful music which I cannot take anymore.

I recalled the service centre asking to speak with Supervisor/Manager after nearly 10 minutes of waiting I hung up and called again. This time I was beyond myself and insistent to speak to a manager. I was connected to a supervisor (I have a name). Admittedly I was very upset by now but is just couldn’t tell her everything that had happened this past week. She kept cutting me off and spoke to me like I was a naughty child. This made me more and more upset but she just had no empathy and did not listen.

I asked her to pls call me back which she said she would do - I’m still waiting and my service is still disconnected. She said the problem was that there was a second decoder in my account. I explained that this could not be and what the issue could be. I also asked her to check if this individual’s (who used my PoP earlier) decoder/package wasn’t now suddenly added to my account. She dismissed this out of hand and kept confirming that my payment is reflecting.

I tried to explain to her that given everything that has happened it is possible because I have never had that old decoder that I cancelled in 2018 popped up as a connected device on my account in the past 2 years that I have been back. She dismissed me even before I could finish which made me more upset and the more I pleaded with her to just pls listen to me the more she cut me off. She eventually hung up on me. Now I admit I was and am terribly upset but customer care providers should listen even if customers are upset.

To date I have spent 157min (2:37) on the phone to DSTV service centre and am STILL disconnected.

No wonder you keep losing clients. This is appalling service. Regards Moné