1 reviews | Active since Mar 2020
@dstvcare: Dstv knows no Care
Here is my email I sent to DSTV:
Cust nr ***6
Dear DSTV
I signed up for your Black Friday Price Lock Special of R549 x 12months on the 29th of November 2019. This contract includes 2 decoders plus free installation.
My first negative encounter with your service was that the installation only materialised on the 8th of January 2020 after more then a month of waiting. On the 8th if January 2020 my service was also activated.
When I signed up for the new Pricelock contract(29/11/2019) I requested for my old service to be cancelled. A week later I received notice to make a payment of R322 which I then made on the 9th of December 2019 all whilst having no service.
A week after my service became active(08/01/2020) it was cut off for none payment, I called Dstv and referred the agent to the payment (R322) I made on the 9th of December and it should show as a credit because I had no service as of the 29th of November 2020.
After numerous complains and telephone calls I had the service back on for about 3 or 5 days but then again it was cut off.
On the 30th of January 2020 I tried to get my service back on again but there was an amount requested from me to which I disagreed as there was a credit (R322) from the 9th of December that covered for January's service. I then was referred to a supervisor Mr Calvin Govender who said he would help to sort out the situation but I will need to wait till the Friday(31st of Jan) or the Monday (3rd of Feb) for the finance department to sort out the account. Then I will be informed of what amount I should pay to have my service restored. All this time I had no service as they could only restore the service once the account has been sorted out.
I needed to be away for three days for business from the 3rd till the 6th of February and during this time heard nothing from Dstv. I returned home and checked my DstvWhatsapp today and saw the payment of R878 is needed to restore the service. I then phoned Dstv and asked why is it that I should pay so much after the supervisor Mr Calvin Govender said he will try to solve this account and bring it to the normal monthly payment. Still I could not solve this very unpleasant problem.
Could you kindly solve this problem for me.
Thank you Carlisle Africa
I also communicated on Twitter with Dstv Care(that's a misnomer - I received zero care) TWITTER Thank you Feb 14, 2020, 9:08 PM @carlisleafrica You're welcome. Feb 14, 2020, 9:20 PM Hi Dstvcare I am still waiting on a response from you after my last communication??? Feb 21, 2020, 1:24 PM @carlisleafrica We have forwarded your query to our Technical Team and we will give you feedback once we have a response. We currently working on the account, we will give you feedback once we have a response. We prefer this process, instead of giving you unverified information Feb 21, 2020, 1:56 PM Its taking forever? Thank you in any case. Feb 21, 2020, 1:59 PM Still waiting Thinking face Mar 3, 2020, 7:06 AM @carlisleafrica We hear you and we apologise for the resolution delay. The turnaround time is not usually this long. We are working to resolve your issue as quickly as we possibly can. Your patience thus far is appreciated. Mar 3, 2020, 7:47 AM Still waitingThinking face???? Mar 12, 2020, 3:39 PM @carlisleafrica Apologies for the delay. We have re-escalated the issue to the relevant department. Mar 12, 2020, 3:55 PM How long would this take as I am waiting 3 months for a solution. Mar 12, 2020, 4:43 PM @carlisleafrica We have escalated today again, please bear with us. Mar 12, 2020, 4:51 PM Can you believe another 9 days passed and I still have not heard a word from DSTV - maybe its time to bring Hello Peter in and see if they can assist me with this long drawnout problem I have been patient but have now reached its end Sat 1:01 PM @carlisleafrica Has the Price Lock team not contacted you yet? Sat 1:13 PM Nope Sat 2:20 PM @carlisleafrica Kindly note that we will reescalate to the Price Lock team to give you a call because they are the only ones who can work on your account. We do apologise for the delay Sat 2:34 PM Ok Sat 2:35 PM @carlisleafrica Awesome. ? Mon 9:24 AM
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
I just checked my bank statement for that date and can send you a screenshot of the payment made.
I was suppose to pay the normal amount of prescription of R549 from the beginning of February 2020 but you cut me off twice in January - demanding a ridiculous amount or R878 to have my service reconnected. The reason it was cut off twice was because one of your agents understood my problem and reconnected me only for the service to run about 3 days and then cut again and then a request was made for me to pay R878 for my service to be restarted again which I refused.
I am really getting tired of having to explained over a hundred times to your agents what the situation was - it is obvious that you either did not read my explanation or dont understand the problem - here is my final explanation - I app**** for the Black Friday special on the 29th of November 2019 and terminated my month to month service at the same time - I received a payment request around early December plus minus the 5th or 7th to pay R322 and made the payment of R322 on the 9th of December 2019.
I waited till the 8th of January to have the new dish and decoders installed. My new service was also activated on the same day(8/01/2020) but only lasted a few days - as I explained above - an agent that understood my situation restarted my service but it lasted only around 3 days and the amount of R878 was requested for the service to be restarted. I told the agents that I should pay R549 per month as from the 3rd of February 2020 but the R878 was demanded. I refused to pay that amount and had been asking over and over to have this resolved on your @dstvcare Twitter account, but I was totally ignored.
How can I pay for a service that I never had? I refuse to pay R609 till the 2nd of April 2020 as you are charging me for a service that I never enjoyed. I will pay R549 on the 3rd of April 2020 - like I should have on the 3rd of February 2020 and the 3rd of March 2020 if you would not have demanded a ridiculous amount that I do not owe you.
This will be my last attempt to solve this problem - one that you seem to have scant regard for - and if there is no satisfaction - then I will cancel this whole transaction.
I just checked my bank statement for that date and can send you a screenshot of the payment made.
I was suppose to pay the normal amount of prescription of R549 from the beginning of February 2020 but you cut me off twice in January - demanding a ridiculous amount or R878 to have my service reconnected. The reason it was cut off twice was because one of your agents understood my problem and reconnected me only for the service to run about 3 days and then cut again and then a request was made for me to pay R878 for my service to be restarted again which I refused.
I am really getting tired of having to explained over a hundred times to your agents what the situation was - it is obvious that you either did not read my explanation or dont understand the problem - here is my final explanation - I app**** for the Black Friday special on the 29th of November 2019 and terminated my month to month service at the same time - I received a payment request around early December plus minus the 5th or 7th to pay R322 and made the payment of R322 on the 9th of December 2019.
I waited till the 8th of January to have the new dish and decoders installed. My new service was also activated on the same day(8/01/2020) but only lasted a few days - as I explained above - an agent that understood my situation restarted my service but it lasted only around 3 days and the amount of R878 was requested for the service to be restarted. I told the agents that I should pay R549 per month as from the 3rd of February 2020 but the R878 was demanded. I refused to pay that amount and had been asking over and over to have this resolved on your @dstvcare Twitter account, but I was totally ignored.
How can I pay for a service that I never had? I refuse to pay R609 till the 2nd of April 2020 as you are charging me for a service that I never enjoyed. I will pay R549 on the 3rd of April 2020 - like I should have on the 3rd of February 2020 and the 3rd of March 2020 if you would not have demanded a ridiculous amount that I do not owe you.
This will be my last attempt to solve this problem - one that you seem to have scant regard for - and if there is no satisfaction - then I will cancel this whole transaction.