Bad, Stressful and Embarrassing service I'm receiving from DStv Multichoice

Good day Siyethemba,

Kindly note that since we last resolved the above BCCSA and Hellopeter complaint, we only received a good service for 2 months only, since then it has been a monthly struggle of termination of services due to Netflix account which we have cleared.

It's quiet disturbing because I spend R100 airtime to explain the same story everyday to different consultants and Team Leader I'm asking myself why should I deal and explain myself monthly as if this is a new account without a history nor previous notes and call recordings? Even if my phone get cut due to airtime because I spent 1hour or more being for far too long or holding for a supervisor, they will never callback to resolve my query.

On the 7th of November 2024 I made a payment of R660, I contacted Multichoice on the 11th of November 2024 to alert them that I have paid R660 which is extra with R100, I spoke to the consultant by the name of Athule and she did assure me that my account has a credit balance of R100, she has canceled the Netflix. So I have to make a payment of only R460 in December.

I made a payment on the 6th of December 2024 as agreed, but to my surprise on the 8th December I was disconnected.

I spoke to Xola on the 8th at 08h06am, I explained the whole background again and he asked me to hold. The line got cut while I'm on hold because he was still seeking assistance from someone more senior as he wasn't sure how to deal with my account.

I called back again at 08h30am and I spoke to Azzipho, she reconnected my services and assured me that Netflix has been completely removed from my account.

On the the 10th of December 2024, when we woke we discovered that we have been disconnected again. I called in at 09h59 and spoke to Zama, I gave her the background again, she kept me on hold until I got cut off after for holding for 15 minutes.

At 10h16am I called again and spoke to Samkelo, I told her that I'm not going to explain myself, she must call the Team Leader for me after I have given her my ID No. She called the Team Leader by the name of Nadia, I explained everything and she said she will escalate the matter to her Manager and Accounts Department. She further said she will reverse all the charges, including the reconnection fees and she reconnected my services.

This morning again we woke up being disconnected again, then I called in and spoke to Snesipho at 11h48 and the line got cut off while explain because I have to start afresh as if this is a new account without any previous history. I didn't call again because I didn't have money to but airtime again and she didn't border to contact me back even I told her to call back if I got cut off.

This is the bad, stressful and embarrassing service I'm receiving from Multichoice, I'm just not so ok because the schools are closed and kids are at home asking me all sorts of questions.

Your prompt response and reconnection in this regard will be greatly appreciated.

Unhappy Price lock Customer,

Makgang Labase