Bad service

Unauthorised Insurance Charges, Poor Communication, and Unacceptable Service

I am extremely frustrated with the way DStv has handled my account and what appears to be unauthorized insurance charges.

DStv began deducting money from my account for insurance that I never authorized. This first occurred in 2022 and has now started happening again in 2026. At no point did I request, agree to, or authorize this insurance product, yet deductions have been taken from me regardless.

I have contacted DStv multiple times in an attempt to resolve the matter and obtain a refund for the money that was deducted without my consent. During one of these interactions, I spoke to a representative who informed me that my decoder would remain active while the matter was being investigated. I was also told that DStv would review recordings of my previous calls as part of the investigation and that I would receive feedback within two days.

However, the very next day, despite being told that my decoder would remain active, DStv disconnected it. The only communication I received was a generic no-reply email informing me that my decoder had been disconnected. No explanation was provided regarding the investigation, no update was given on the status of my refund, and no findings have been communicated to me.

It has now been three days since I was promised feedback within two days, and I have received absolutely no communication from DStv. I am left without answers, without access to the service I was told would remain active, and without any indication of whether I will be refunded for the unauthorized deductions.

I am requesting that DStv:

1. Provide a full explanation of how and when this insurance was allegedly authorized. 2. Share the outcome of their investigation without further delay. 3. Refund all unauthorized insurance deductions. 4. Explain why my decoder was disconnected after I was specifically told it would remain active during the investigation. 5. Improve their communication and customer service processes to prevent other customers from experiencing the same issue.

I find it unacceptable that money can be deducted for a product I never authorized, and even more unacceptable that I am being left in the dark after repeatedly trying to resolve the matter through the proper channels.