BAD SERVICE

Dear DSTV Customer Service, I am writing to formally lodge a complaint regarding the unsatisfactory service I have received from your call center, which has caused both emotional and financial distress. Below are the details of the situation: 1. Payment Date Change: On multiple occasions, (01/09/2024 / 02/01/2025) I called the DSTV call center to request a change to my payment date, to the 2nd of every month few on the. The agents I spoke to confirmed that this change had been made, but on the 1st of February 2025, my service was disconnected despite this confirmation. 2. Reconnection Fee: Upon being disconnected, I was advised to pay a reconnection fee of R50, which I did promptly. However, I was later informed of an additional subscription fee that I was not previously made aware of, which I had to pay in addition to the reconnection fee. 3. Further Unresolved Issues: After paying the requested amounts and sending proof of payment as instructed by the agent, Itumeleng, I was told that the issue was resolved and my service would be restored. Despite this, my service remained disconnected even after rebooting my system. I then contacted your call center again. 4. Poor Customer Service: During my subsequent calls with your agents, I was repeatedly asked to explain my issue multiple times. I spoke to Princess, who put me on hold for over 30 minutes, only to inform me that I would be receiving a call from her supervisor, which I never did. I also spoke to Somekazi, who asked me to authenticate my details for the third time and explain my issue again. I waited on the line for more than 30 minutes without receiving any assistance. 5. Financial and Emotional Impact: I spent over 2 hours on the phone, using my own airtime, with no resolution to my issue. I have already paid for the reconnection fee, but I have yet to receive the service I paid for. This has caused significant inconvenience, emotional distress, and unnecessary financial cost. Given the lack of professionalism and the ongoing issues I have faced, I am requesting compensation for the following: • The R50 reconnection fee I was charged despite my payment date being confirmed for the 2nd of the month. • The airtime costs I incurred while spending over 2 hours on the phone with no resolution. I would appreciate it if you could resolve this matter promptly and provide the requested compensation. Thank you for your attention to this issue. I look forward to your immediate response and a resolution to my complaint. Sincerely, Hlekani