Box office ****

On Sunday 30 May I paid R40 to rent a movie on Box Office. I made the payment and received sms to notify me that my movie was on the way but it never arrived.

I called the call centre on Monday 31 May and advised the agent what happened. I told the female agent that I want a refund or they can make the movie available for me on the weekend so the girl said it would be escalated for them to check if I did watch the movie so that they can process the refund.

On Wednesday 2 June I called back to follow up on my refund and told the agent what had happened on the previous call. Next thing I knew the movie was showing on my tv asking if I want to watch now or later and the agent asked if I could see it. I told her I could see it but never asked her to rent the movie for me as I can’t watch it during the week due to my working hours. I then told the girl I want a refund and she said she had reversed the payment. I asked her what she would do about the movie and she said I should just leave the movie. I told her I didn’t like this as it would cause more issues for me. The call reference is ***-I158

On Friday 4 June I called back again as I had not received a refund and the payment had not been reversed. I spoke to Tshiwela who now told me that they don’t refund amounts under R100 and I would have to call back on the weekend for them to rent the movie for me. I told her this is unacceptable as I was previously told I would get my money back and refuse to continue using my resources to resolve a problem not of my own making. I asked to speak to a manager and she said she can’t transfer me so she will get her manager Ntando to call me back which till this day has not happened. That call reference was ***-I162

I’m extremely disappointed in this service as I am a loyal premium customer who has never missed a payment but am being treated as though I’m pestering DSTV to do me a favour when they are sitting with my money for a service I didn’t receive.