Bad Customer Service

Good evening all,

Please be advised that I’m typing this email with a very very very heavy heart toward Multichoice/DSTV as a customer – especially the treatment I received today from your consultants. The treatment I received makes me wonder if all clientele of a big organization like Multichoice/DSTV like such garbage or if is it maybe the staff that works there or the training that the staff receives upon being appointed.

May we please have a look at all the interactions pertaining to the issues that I’m constantly having with your organization I need you to be honest with me and advise of the fairness in the matter. On the 22nd of May 2023 – I received a message (SMS) which was advising me that my price lock last payment will be on the 01st of July 2023 and therefore all services will be charged at a normal rate. I then emailed the DSTV Helpline and indeed I got feedback that advised that I cannot renew my price lock while being on an active price lock (I need to finish the contract first and then apply for a new Price Lock – Fair enough)

Fast forward – I’m getting a call today possibly from the agent (Sisanda Mthembu) with the following REF ***5/i1096 (for the call) wanted to inform me about the contract that had expired and maybe she wanted to assist me get another price-lock, and I took the liberty of laying a complaint about the inconsistent debit order that has been going through my account from Jan 2023 to date. Kindly see the following:

R 652.00 - Jan 2023 R 604.00 - Feb 2023 R 606.00 - Mar 2023 R 627.00 - Apr 2023 R 802.00 - May 2023 R 802.00- June 2023

The above-mentioned are the debit orders that have been going through on my account for DSTV and the last time I checked – when I took the Price Lock it was R499.00 a month (including extra view) R 70 for the x2 Decoders (Insurance) and R49.00 for Showmax in total the amount that I was actually supposed to pay for the duration of the is R618.00 x24 months. According to Sibanda Mthembu, my contract expired at the end of April 2023 hence the hike to the sum of R 802.00 for the next x2 months. I then questioned her and informed her that it is a lie because I have it on records (email dated 24th May 2023) and she placed me on hold about having to inquire from her supervisor subsequently the phone was dropped and she never came back to me.

Just around 17:00 – I called in from cellphone number *** and spoke with another lady (Pearl Malinga) as enthusiastic as she was about wanting to help and after all the verifications of the contact numbers, including ID – she advised that she cannot pick up my REF Number and when I asked her about the notes on the account she informed that she is working in the inbound center and the is no interactions on the account between myself and Sibanda Mthembu – I then asked to speak with your floor supervisor or managers (and as usual – they always not available to take calls or assist clients). I was placed on hold from the 2nd minute of the call I made (using my airtime) all the till the 13/14 minutes only to be told that you for holding and patience but the supervisor is still busy. I asked the lady if the calls are recorded, and in response, she said “Yes” She further told me that she will get someone to call me back (Sizwe Sibiya) to call me and assist with the query and we all know the end of the stick for that (Eskom, SAA & Service Delivery) in our country. I’m still waiting…

I need the following from you guys, @*** I know you worked on this billing issue for me before my man and I thank you – however, looks like some has outdone what you initially did on the matter concerning billing. I need you to listen to the recording between myself and (Sisanda Mthembu), then move over to the 2nd call recording between myself and (Pearl Malinga) – then make a conclusion. Then thirdly please check the billing on this account.

The truth of the matter is I’m really ****ed off. May you kindly please contact me back with answers?