Bad Service

DStv Complaint

On the 09 July 2022 I called MultiChoice’s Call Center (Worst experience of my life trying to get service). The purpose of the call was very simple, payment allocation to my Mom’s account. I firstly spoke to Lunga Pho****si who placed me on hold for over 10 minutes without any update what’s going on as he is trying to locate the POP. This guy doesn’t know his job. You can’t assist a customer who is paying for the call their making to you and not update them that your still addressing their query. The call drops due to insufficient funds and not call the back. A few minutes later they send you a service rating about the same consultant (DStv: Good Day, please rate your experience with Lunga Pho****si, on a scale from 0(Very Bad) to 10(Very Good). Stop to opt out) like how stupid is this because there was no service… it’s a clear 0 zero.

I take the initiative with my own time and money, I speak to Sihle Dludla. This consultant advises me to send the Proof of payment, Okay fine but now I start asking questions what happened for the debit order not going off on the debit date as we changed from cash to debit order same time in June 2022. He explains perfectly that any debit order that falls on a weekend or holiday it bounces. I’m like okay, here’s what doesn’t make sense to me… why does it bounce, wasn’t it supposed to go off before the weekend or after? Now your asking a 60 year old lady to send through POP via email (***) and who doesn’t even understand what an email is and who is not computer literate… I have to move from where I am which is over 40km from where I am to assist with sending a POP while transport costs are highly expensive… maybe I’m over thinking things and just frustrated here… But we have a consultant here who can see the personal details of the customer, which gives them an understanding of what customer are they dealing with. I asked to speak to a Team Leader and they didn’t come to the call a address my escalation. Consultant advised that the name of the TL is Luthando Mthethwa. They can’t give turnaround times for escalations call backs (Sihle kept me waiting for over 5min trying to get the name of the individual who deals with escalations). There are no TL’s on the floor like what kinda work environment doesn’t have an Leadership present? No wander why there is NO! SERVICE RENDERED TO CUSTOMERS. I just ask myself what is MultiChoice’s Month-to-month service report look like…

My point here is that… it’s so sad and frustrating that DStv is only interested in making money out of people and that’s it. There is no customer respect for loyal customers. They charge administration/activation fees or whatever they call it for missed payments whilst their payment processes are stupid or not even stupid, they are so intentional in making sure that they push customers accounts not being paid so that we end up paying for those senseless additional costs. As DStv you a Service Provider, you should experts in rendering service but you really don’t what got you where you are today as a company is customers… the very same customers you are taking for nonsense make up who you are today. Just because customers send complaints and you just brash them off doesn’t mean you are still worthy of our trust as a SP. Stop taking advantage of people because they make up less than a percent of your revenues.

THE MOMENT WE STOP BUYING INTO YOUR SERVICES AS CUSTOMERS MAYBE YOU WILL WAKE UP.