Bad and no service

To whom this may concern

I am not happy with your service at all.

My DSTV was cut off Wednesday morning and I received an sms saying that my account was not paid. I have a debit order, so how can my account not be paid. The same thing happened last month, but they sorted it out immediately for me.

But this time !!!!!!

M first phone call was to Ntokozo Mtshali about past 9 the Wednesday morning; she told me that my account is not paid. I told her that I have a debt order, so how can it not be paid? She said that she will fix it and then she told me that her screen froze and I must call back in 10 to 15 minutes.

My second call I spoke to Londiwe at 10h14 and she said that same thing that my account is in arrears and I ask how is it possible? Then she said that there is a 240 rand due on the 18th which made no sense. I told her that my debt order runs on the 22nd of every month. She said that it is for upgrades, but I did not ask for any upgrades nor did I get any upgrades. But it was not making sense what she was saying. Then she said that her system is offline, but she will sort it out.

My third call was to Kwamda Mlaba about 20h48 and he said that there is nothing wrong with my account. It was up to date and not in arrears. He said that there is a system error and that he will sort it out for me. I was happy that it sounded like someone that knows what he is doing. He said that he has to disconnect my secondary decoder to fix things, but will reconnect it again. I must give him 25 minutes to 30 minutes and everything will be working fine.

By 22h00 my DSTV was still not working!

My fourth call; I spoke to a lady and I did not take her name, but she sorted everything out for me. She also said that I don’t have any arrears and she sorted things out and had me reconnected. She also looked and my account and sorted things out there for me too. She removed the reconnection fees that were added as it was not my fault. She told me that I will have a once-off bill of R 657.12 this month due to the change from my price lock contract finishing and thereafter it would be R584. She was very helpful and took her time to sorted things out for me. I thank her for that. So my DSTV was working, but then last night when my wife did switch on the TV in our room our secondary decoder was not working. My last call about 22h00 Thursday night; I spoke to Mhlengi and tried shorting out my connection, but could not and the error E16-4 kept on appearing. Then He told me that I must take the decoder to one of your stores. He did not even ask me to check the device or unplug and restart it like the other guy instructed me on the primary decoder. I eventually asked him where is the closes store and I gave me one that was in Johannesburg and I live in Gordon’s ***, Cape Town Then I asked about my account as I received another sms saying that my next debit order will be R 747.94. So now I ask the question; where does that come from? Why did that lady sort my account out and told me that I have a once-off payment of R657.12 and now I get this sms. So he said that he will escalate it to the accounts department and he cannot say if they will call me back.

I am very unhappy with your service. I feel it is pathetic for such a big company to have a call centre with people that do not know what they are doing. And the story about the system is always down; it is either a very bad system you have or that is the common excuse they use if they don’t know what they are doing and they don’t know how to help you. I am very unhappy as it cost me so much of my time and money calling to try and get some service which I am paying for. Now also I am told to go drive out to a store which they cannot even tell me where it is. That will cost me more time and money as well.

And all they can say is sorry!

I want some sort of compensation. Your company wants to charge us for everything. I am out a service and need to be compensated for not having no DSTV and no access to my secondary decoder. I want a credit for that.

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