bull**** behavior

I am writing this email with so much frustration and disgust in the service that I have received from multichoice as a services provider . Firstly the issues started when we took up the price lock decoder in which we were advised that the decoder was an amount of R89.00 and that they can only collect that amount via debit order. I submitted the debit order document at the branch so that the R89.00 can be debited for the price lock decoder that was not done correctly because in the month of February a debit order instruction was sent to debit the full subscription and not the R89.00 that we agreed upon. I called to find out why the instruction was sent for a different amount that was not agreed upon ? I was advised to allow it to return as unpaid because a manual payment was done . In the month of March a manual payment was made into the account and once again a debit order instruction was sent like for the full subscription not R89.00 like a fool I called once again I was given the very same instruction.

The debit order instruction then fall away . when we call to get the amount due to pay they gave us the amount however that amount provided to us does not include the price lock decoder. So month on end we would get disconnect call and they would advise that the account is owing we pay and the next week some story the account is owing reconnection fees get billed plus prorate this has become a weekly exercise at our expense once again. Since February this has been happening we spoke to a TEAM LEADER (Harriet ) she still did not advise that the price lock account was separate from the general account and that is the reason for these endless disconnections she also FAILED to tell us that the price lock account was owing. In FEBUARY

I again called I spoke to yet another TEAM LEADER (Mogadi) she promised to call me back after she did her full investigation NO FEEDBACK. Spoke to a gentleman called (Sifiso) who seemed to be MORE knowledgeable to advise me that the reason for all of this was because there are two accounts one for the general account and the price lock account. The price lock account has not been paid since we received the device as a result you took R500.00 from the main account and credited the price lock account messing up the whole billing for the general account .I asked him to escalate this matter to the price lock department so they can pull the call recording when we were offered this deal and what we agreed on which was to debit my account for only R89.00 not the full subscription amount , as a client who takes accountability for their share of the issue when I call and ask how much do I need to pay I am expecting that you inform me of everything not to OMITT information and except me to thumb suck as I don’t know your processes and how your systems work . if I as a client am not paying for good that I have received I am expecting a call to advise me that you have a device but you are not paying for it what is the reason since there are two separate accounts not for you to decide that you will take money for the main account and not be able to explain to me what the hell is going on when I call . And also to advise me to say you have a price lock device but you have not been paying it are you aware that the account is owing because I am assuming that this information is at you disposable but NO not you as a service provider .Taking into consideration the number of TEAM LEADERS that I spoke to and ALL of them overlooked this CRUCIAL Information makes me wonder if it’s a TRAINING GAP or its just pure ignorance.

Later that evening after I spoke to (Sifiso ) who I asked to escalate this OMMITTED INFORMATION matter, I called again and I spoke to a TEAM LEADER (Verne if I am spelling his name correctly he said that he would take the funds from the price lock account as there was still a credit of about R194.00 if I remember correctly to credit the general account and then he will give us the prorate amount because the service were once again disconnect , a payment of R550.00 was made plus R350 that very same day again he said that he would send an escalation to price lock and finance NO FEEDBACK . After months of not getting any joy or any form of assistance ,AIRTIME, DISCONNECTION FEES, BROKEN PROMISES AND ************* EMPLOYEES. THE ISSUE CONTINUED .IF I REMEMBER ONE OF YOUR VALUES IS ETHICAL the service that I have received is a complete disgrace and nothing DELIGHTFUL . The services got disconnect on Saturday the 1st of June I spoke to a TEAMLEADER (Lebohang Mabuyi) she advised that the account had an overdue of R318 . I made the payment that was overdue which I still didn’t understand why but again I paid because I wanted my services switched on I asked and specified that I want the full balance that is required on the 7th which is our payment date she gave a figure of R1500+ she also said that she would send me an SMS confirming the information that she gave me together with the call reference NOTHING .To my surprise the is no note of our conversation once again DISHONESTY AND NEGLIGENCE . SHE FAILED TO FOLLOW THROUGH ON A PROMISE THAT SHE MADE TO A CLIENT, but then again I don’t know why I am surprised because it crystal clear that nobody has customer service experience. It seems the number of calls that I’ve made have proven to be invalid I am feed up of being given the run around every time I call . I received a call yesterday FINALLY from the price lock department from a lady called (Martha Tsotetsi) who seemed to give me some light in the mist of it all.

So as per (Martha Tsotetsi) the mess up happened at the branch in Randburg when went to submit my Debit Order Documents the lady that was assisting me is the one that made the **** UP However that still doesn’t resolve the issue. let that consultant who messed up fix this so the accounts finances can be fixed .I want is for you to reverse the R89.00 that I was billed from the month of February-May as this information was not made known to us until we spoke to Sifiso told us , so going forward I will make a payment and call you every month to transfer the R89.00 to the price lock account. (Martha) is the only one who actually made sense cause ever since we got the Price Lock account things have been one **** up after another .As per (Neo Maselwane)the agent that I spoke on the 4th of June she states that I need to pay R1600 + the SMS I received to this morning says that I must pay R 1727.91. Also when I asked what (Lebogang’s ) notes said , she said that she was unable to see anything on the profile regarding my conversation with (Lebohang Mabuyi) as there is no notes so I am guessing this is the level of incompetence that all the employees have hence every time I speak to someone I am having to repeat myself if the notes were left on the account since February we would not be where we are today . All I need is from Multichoice to take accountability for their employee’s **** up. I spoke to (Sifiso ) cause this general account business and price lock account was not told to us had it been communicated to us then we would ensure that payment is made and the price lock account is paid .

Also as per (Sifiso) he told us that when we make a payment we need to call every single time to say please transfer R89.00 to the Price lock account which is totally unreasonable cause calling Multichoice costs money . I would like for you all to of you combine your heads and come up with a solution fast before my payment date which is the 7th of June 2019 if not then I will be forced to escalate this matter to the consumer Ombudsman, newspapers, hello peter and social media. I have been patience with you guys and now I am just simply feed up. cause that is a violation of the CPA cause information was omitted and we are suffering as clients and nobody seems to care and we have been given the run around constantly and when I call every once kept telling me that there was an overdue never advising us that the are two separate account and that the mess up started at the branch in February our accounts been disconnect , reconnected , pro rata amount keep getting billed so we keep paying and paying for a **** up that was done by one of your employee’s.

Since nobody from your finance department has bothered to call me like I have countlessly requested TODATE. I have no choice but to revert to such extents as I have been a fool for too long. Cant keep funding you for service that I am not receiving . This account belongs to my grandmother I am the one who deals with it you can get a hold of me on ********** 989 or ********** 017. I will await your response in 24 hours , however in the interim I will do my share and make sure I address this matter on other platforms .

The very same (Neo Maselwane)that said that her Team Leader for the day who is apparently (Mpila Mathebe) would call me TODAY before 5pm has still not called and the call recording for the 1st of June confirming my conversation with (Lebohang Mabuyi) that was meant to be pulled . Listened to and I was suppose to be given feedback. Its 5:11 PM no call whatsoever.