Bad customer service

My name is Tabile Mtati ID ********** 106081. I called Multichoice yesterday regarding two concerns, 1 was signal that was lost due to rain and the 2 was for a debit order that Multichoice was about to take off (I bank with FNB so I can see scheduled debit orders). When I got to speak to one of the consultants there, he assisted with the signal and I asked him about the debit order and what I had heard the IVR saying I owe. I asked that he helps with that to which he told me that he cannot because it’s a billing issue and that he would get someone from the billing department to contact me the same day still. So, no one called and the debit order went off.

Today I decide to call again seeing no one is calling me and I needed assistance with this billing issue, I got through to the switchboard and I specifically asked for the billing department and the lady said I will transfer you, I got through to Shenalie Beeraratalu (Spelling of names may be incorrect) after she could not get my cell number and my ID correct 4 times, she then told me that she cannot assist me because I need to contact the billing department, then I asked her what the number was, to my shock, she gave me the same number I had dialled ********** 00, when I told her that I dialled that number, asked for billing department then I got through her, she got a bit annoyed and kept quiet then came back and said okay try this number for billing. At this point I am now also boiling because, since yesterday I have been calling with my airtime and asking for assistance from multichoice and so far I am getting *********** agents that aren’t even sympathetic towards me, instead they want the call done or transferred to some other department. They don’t care that I need my money that was debited and still using money to call them. I then decided that seeing that she doesn’t have listening nor communication s****s that I need to speak to her manager, guess what, she makes me an idiot and a fool and she lies and says her manager is in a meeting, she in fact says all managers are in a meeting, when I asked her what her managers name was she again pauses, then later comes back and try explain why I was debited and when she again fails, I remind her that I asked for her managers name, she then gave it to me very fast so I couldn’t hear what she was saying, eventually I came up with Vivica Rampal to what she was saying fast and spelling with no interest in her tone. I then said to her, I am not hanging up until she gets someone that can assist me and tell me what is going on because I don’t trust them anymore seeing that no one has called me since I had requested yesterday, I am at a point of not trusting anything the agents are telling me because they do not do as they promise. She then put me on hold, went for a good 15 minutes, came back and said her manager said she will attend to my query when she gets my details, I asked her to go back and ask her if when can I expect the money back in my account, she didn’t she simply kept on being stubborn and telling me that she will escalate my issue (This to me tells me that she isn’t willing to go ask her manager so I can get TUT on when I am getting my refund). I spent another good 20 minutes with ere going back and forth, her being stubborn to do what I asked and me simply insisting to speak to a manager because she was failing. This went on for some time until I could hear someone instructing her on what she must say to me at the back, I then stopped her and asked if why can’t the person talking at the back take the call herself. The person that took the call was now Suvaisha Keoter****h, I asked her who she was and she said she was a manager, didn’t even greet nicely and ask if what my concern was, she simply went straight to saying “yes so I was looking at your account and…” so, then I stopped her and I asked if ho Vivica was and she said it’s one of the managers and that they were not in a meeting and that they were discussing something and just couldn’t come to take my call so, she (Suvaisha Keoter****h) instructed the agent to just say that they are in a meeting (now bare in mind that the call is almost to an hour) so I asked if they resorted to lying to me while I need assistance and wasting my airtime that no one is paying for there, she responded that we were busy with our boss, I asked if who her boss was, she then said it’s Trevor Naidoo and again like the agent, she hesitated giving me the names and when she said the surname she was already irritated and saying very fast so I couldn’t hear. I decided to explain what my concern was and she said yes, i see we debited twice and that we need to pay you 100+ back then I asked her when my account was up to date when I last made payment on the 25th and she theeeen tells me that I have two decoders.

Now basically this whole time it turns out that when I reconnected my services with the first consultant on the 28th of February, that that agent didn’t disconnect the old decoder as I had requested. I tell her that the old decoder was disconnected on the 28th of Feb, this is according to the agent I spoke to then. She then tells me that well, on her side it shows that I have two decoders as thought this was my problem or the agent that didn’t disconnect correct and has nothing to do with her. I asked for now Trevor Naidoo’s numbers because the agent and managers on the floor couldn’t be bothered with my concern and they seemingly cannot give me any assurance that this will be sorted as a matter of urgency seeing that I repeatedly said on the recorded line that I was hungry and that the debited my food money. She then told me sorry, we cannot give our superiors numbers, I then asked her for the contact number of the manager in the billing department and still she refuse telling me that she doesn’t have they contact number and that she has a call centre number, meaning, I needed to call again, hold on the line and repeat my story yet no one is buying me the airtime to call them when the mistake has been from their side. She didn’t even offer the name or email of the manager/supervisor on the billing department. She kept telling me that there is nothing she can do and that she will escalate, at some point told me that I will get a call with 2 to 24 hours (again no sense of urgency seeing that I mention I was hungry and the money debited was for food). I ended up ending the call because it was now over an hour and she was getting rude because she was no shouting at me and literally sounding like someone who was done with my complaint and super annoyed. Bottom line is, I am still hungry, no call has been made to me since yesterday, my money is not in my account and I have service charges for the debit order, my airtime bill and a rude service from the manager from the Durban call centre. I am going to send this complaint to every platform I see for Multichoice and their poor service and lack of care for customers. This is not the first time when I contact the centre and I get through to people that think that I should take their incompetence because they feel that they hold the cards yet I am a paying customer. Multichoice doesn’t do me favours so I fail to understand why my concern or complaint is not handled as an emergency when I even when to the levels of embarrassing myself telling them that I have no other money.