Bad Customer Service

<p>I am stressed and fed up with DSTV now.</p> <p> </p> <p>I have been calling in and explaining my story over and over and over with no joy from DSTV, I am sick of hearing that someone will call me back. Here is my story and I hope that I will not have to repeat it again.</p> <p> </p> <p>1. Sometime in March 2017, I called ********** 121 and advised that I would like to upgrade to the Premium package again, I am not sure who I spoke to but the lady advised that she will upgrade my package, I then asked WHAT SHOULD I PAY AT THE END OF THE MONTH AND SHE ADVISED +- R291.00 (not sure of the cents), I told her that I normally pay my account on the 20th of every month and always a little more than I should. I again asked IF SHE WAS SURE THAT IS ALL I NEED TO PAY AND SHE SAID YES</p> <p>2. On the 20th of March 2017, I paid an amount of R300.00</p> <p>3. On the 3rd of April 2017, I was credited by DSTV with the amount of R 701. 66, I initially though that I might’ve received a refund from DSTV because of the fact that I always pay my account with a little over the amount I should be paying, but this was not the case, I later learned that DSTV had some system error and the payment was made in error, nevertheless, on the day it was credited I assumed it was a refund to me and I then tried to withdraw the funds, I could only withdraw R 440.00 as the rest went to charges, little did I know that after the funds were paid in, the amount was debited twice from my account, (now I am not sure if you understand banking but when your debit orders are dishonoured you pay a fee of R 115 per debit order, in my case there were two returned debit orders as I did not have funds in my account at the time, leaving the bank to take charges to the amount of R 230.00, and besides the fact that I was charged for the returned debit orders, my credit score will now also be affected if I were to apply for credit in the future as your credit score goes down if you have returned debit orders on your bank account.</p> <p>4. That same day, my DSTV was suspended, I received a message stating that my services were suspended and I had to pay an amount of R 1 453.32 and that was when my horror story started getting worse, I called into the ***number for panellists as when I called 011 ********** they advised that they couldn’t help me because they had no access to panellists accounts. I had to wait until the next day because the ***guys only work until 5pm.</p> <p>5. When I eventually got through to someone, I explained my story for the first time.</p> <p>6. I was then promised from a whole lot of people that they will call me back or have someone call me back – no one ever calls back, I always have to call in</p> <p>7. I then spoke to Tsepho that works in the accounts department explained my story again I don’t remember the dates of when I called in, but he finally understood what happened and told me that he will speak to the finance department and get back to me, I’m still waiting. He told me about the system error and how I should not have been debited as my account is not on debit order it is a cash account, I honestly thought someone was seeing things my way for a change</p> <p>8. After that whenever I called back Tsepho wasn’t available</p> <p>9. Last week Friday I called in again and promised that I will escalate the matter if someone in management doesn’t call me back, then a lady by the name of Trish from DSTV Field Services called me back, I explained my story and she agreed that I shouldn’t have been debited and that it was not fair that my service was suspended from the 03.04.2017 to 21.03.2017 and the charges and fees I endured due to a system issue from DSTV’s side, she said that she will reconnect me immediately and waive the reconnection fee and that she will find out what the way forward is and get back to me (again, I am still waiting)</p> <p>10. This morning when I switched the TV on to watch the news, another message came up that my service has been suspended and I need to call DSTV</p> <p>11. I then received a message at 11:38 that my service was suspended and that I had to pay R 1 145.61 immediately and my service will be reconnected</p> <p>12. I called in twice on ***today no answer, I left a voice message, no one called me back</p> <p>13. I called in again at 3pm and someone answered, when I had to explain my story again I just lost it, I asked her where to complain and she provided me with this email address, she also said she will escalate the matter, which I do not believe</p> <p> </p> <p>Firstly, I don’t believe that is was my fault that DSTV had system problems on the 3rd of April 2017, I understand that the amount I withdrew was not a refund, but how was I to know, as no one called me to advise</p> <p>Secondly, I am the victim here, I don’t want to be but I am, I have been the one suffering, my son was on school holidays and he couldn’t watch his favourite programs all because DSTV failed to advise their clients of the error, and because when I called and asked twice how much I should be paying before this horror started I wasn’t given the correct information</p> <p>Thirdly, I have been a loyal DSTV subscriber for the last 10 years, I have never received such bad service, my account has always been up to date and as I explained above always in credit because my payments were more than it should be, I think it is barbaric of DSTV to suspend services immediately when no payment is received instead of calling their loyal customers to find out why payment was not made before just suspended because we then have to pay reconnection fees as well.</p> <p> </p> <p>I have no more words except that I am disgusted at the service I have received from DSTV.</p> <p> </p> <p>And after all of this, I still want to know how much is owed on my account so I can make payment, if it was not for my son, I would permanently cancel my subscription with DSTV.</p>