Billing is a ***** UP!

<p>Yet again i post a review and i doubt anything will get done...</p> <p> </p> <p> </p> <p> </p> <p>In January 2016 I got the Explora installed at my residence.</p> <p>The first debit order went off at the end of January ( was supposed to ) for the amount of R 99 ( subscription fee. This obviously didn’t go off I then went and paid the amount cash. Then the amount of R849 was supposed to go off end of January as well but this however also did not go off as I was told. From then this account has been has been *****ed.</p> <p>Six months after that I stopped the debit orders on my account. My dad passed away and I didn’t take note to the amounts going off.</p> <p>I had to 2 decoders on my name with DSTV. The payment plan and also the residential account. I have transferred the residential account on 13/07/2017. When I cancelled the debit orders I was told that I can make payments at Checkers or PNP. All the money that was paid into the account using my ID number , went into the payment plan. I was never told that I will have to contact the call center to advise that a certain amount needs to be transferred to the residential account.</p> <p>In November the explora was disconnected due to non payment but no one has come back to me regarding a recon of the account. My daughter paid R 5000.00 in December.</p> <p>After going through statements for the year of 2016 I noticed that more amounts were paid that what was requested.</p> <p>For example : The residential account is charged at R749.00 monthly, yet every month a payment of +- R 820 is made. According to my knowledge it means the residential account should be in credit. On the Self Services screen it says that the DSTV Premium is R 759.00 but this amount now went up.</p> <p>In June a message was received on the Residential TV that an amount of +- R 750. 00 needs to be paid. This amount was paid. The decoder was disconnected. When I called to find out the reason, the lady told me that there is an additional amount of R 105 and some odd cents outstanding and that if I pay this amount the decoder will be reconnected. I went on the Sunday morning and I paid in R 106.00. I then called the call center and advised them of the payment and that it should be transferred to the Residential account. The person that I then spoke to told me that the lady said I must pay an amount of R 820.00 to reactivate the decoder. I was never told by that lady I need to pay that amount.</p> <p>Over the next couple of months every time the decoder gets disconnected I will call and every time I call I will get different stories and amounts.</p> <p>With regards to the explora, I have queried it every time I called. I have been told every time by various agents that they will send an email to the billing department so that they can contact me. Up to date I have not received any calls. I have even tried going to the centre in Randburg on a Saturday, I was then told that they will not be able to assist me over the weekend as the payment plan department only works during the week. I think I have spoken to every agent that works for Multichoice. I even attended a focus group held by Interact in Sandton where a gentleman ( manager ) from billing said that he will have this looked into to get this account sorted. THIS WAS NOT DONE.</p> <p>Today the 13/07/2017 I asked my daughter to take off work so that she is able to take me to Randburg so that I can see the billing department. When I get there I am told that the billing department is situated elsewhere and that YET AGAIN AN EMAIL WILL BE SENT.</p> <p>I received a message in June stating that I am owing on the account and that a payment plan must be set up so that the amount can be paid off. I then agreed to this. An email was sent with all the details as to how much they will be deducting ( which I have attached ). On the 8th of July 2017 an amount of almost R 6000.00 was deducted from bank account WHICH WAS NEVER AUTHORIZED. Every time this happens I need to pay for a return debit charge and this is affecting my credit record. When I spoke the people in Randburg they just told me that it is a SYSTEM ERROR. The manager also stated that DSTV will pay men back for all the return debits on my account which occurred because of DSTV. I asked to speak to the Head Manager but she was not available.</p> <p>I have tried plenty times to be polite and not to loose my cool but however with all the lies I have been told I am now FEDUP. I am FEDUP with the service that I have been receiving from DSTV. The way that you deal with your customers are out write PATHETIC.</p> <p>I have lodged a complaint on hellopeter and guess what NOTHING WAS DONE YET AGAIN. </p> <p>I will be posting this on social media along with all the contact details of the various people within DSTV, I am sure there are a lot of other people experiencing the same problem, seeing that this is a SYSTEM ERROR and not worker incompetence. </p> <p>I have spent so much money on airtime calling DSTV and wasted so much time and energy and nothing gets done. You think that you can treat your customers like this because there is no other service provider. When people hear how you treat your customers they will also stand up and say something.</p> <p>I want this matter to be sorted out before the end of July. I will not call DSTV, I will not drive to the customer service centre again. I expect someone to come and see me with all the proof and all my account details ( billing from January 2016 on both residential and payment plan ).</p> <p>The debit order on my account needs to be stopped as this is going to cause further complications.</p> <p>I have given my daughter Stephanie Buys full authority on my Dstv account</p>