Bad service

I cancelled my DStv Premium subscription telephonically on 1 March 2026 at 09:06. I spoke to an agent named Mashoto Moretsele, who confirmed that the cancellation would be processed immediately and promised that my refund would be paid back to me within 5–7 days.

However, by 11 March 2026 I had still not received my refund. I then went to the Multichoice office in George to enquire about the delay. Only at that point was I informed that Multichoice was waiting for certain documents from me before the refund could be processed.

This was the first time I had heard about any documents being required, as the agent I spoke to on 1 March never mentioned this at all. (Multichoice can verify this in the recorded call, and I also have my own recording of the conversation.)

After leaving the office, I phoned the Multichoice Call Centre again and spoke to another agent named Bianca. She confirmed that the documents were required and asked me to email them. I immediately gathered the three requested documents and sent them to Multichoice.

Bianca also promised that she would call me back within 30 minutes to confirm that the documents had been received. She never called back.

Today it is 13 March 2026 at 14:26, and I still have not received my refund.

It is very concerning that for many years my monthly debit order was deducted from my bank account without any delays or complications, but when Multichoice owes a customer money, it seems that every possible delay and excuse is used to avoid paying the refund.

I therefore demand a high-level investigation into this matter and request a written explanation from Multichoice senior management as to why my refund has still not been processed after all this time.

This level of customer service is extremely disappointing.