Assistance Needed: Resolving Dispute with Multichoice

"I am seeking assistance in resolving an issue with Multichoice, with whom I have been a loyal customer for several years. In December, I made a request to downgrade my current package to a more affordable option. However, in January, I discovered that I was on a price lock agreement until May 2024, which prevented me from downgrading without incurring a cancellation fee.

I recently spoke with Bongi (***) regarding this matter. Bongi sympathized with my situation and assured me of assistance. In January, my services were unexpectedly disconnected, yet I was still charged R474. When I inquired about this charge, I was informed that I had supposedly entered into a new 24-month contract starting in January 2024, requiring a cancellation fee of R310. I reiterated to Bongi that I had not agreed to a new contract and simply wished to downgrade my existing package.

Bongi and I reached an understanding that my old contract would be reactivated, and any downgrades would be addressed after its expiration. Despite this agreement, my services continue to be disconnected, and I am repeatedly told that I owe a cancellation fee of R310.

My account number is 444468***. It's worth noting that I have spent numerous hours attempting to resolve this issue by contacting Multichoice almost daily, yet to no avail. Some of their representatives have also been quite rude. One agent even erroneously claimed that my services were terminated due to insufficient funds in my account, despite regular debits."