Cannot Use My Own Details to Subscribe – Poor Service from DStv

I am extremely frustrated with the level of service received from DStv / MultiChoice.

I recently requested to change my subscription from decoder to streaming only. The agent advised that I first needed to pay a cancellation fee, which I did. After this, I wanted to continue with a streaming-only package, as I already do not use a decoder.

However, I was then informed that I cannot use my existing account with DSTV as well as my email address and cellphone number because they are linked to my account that had the decoder on. I was instructed to get a NEW cellphone number (purchase a new SIM card) and use different details just to create a streaming account.

This is completely unreasonable.

I am now expected to incur additional costs for a new SIM card and create new contact details, simply to subscribe again? This is not how any other streaming service operates. On all other platforms, customers can retain their details and simply change or upgrade their subscription.

I live alone and do not have alternative contact details to use, nor should this be a requirement.

This process is inconvenient, unnecessary, and highlights a serious flaw in DStv’s systems and customer service approach.

I request urgent assistance with the following:

* A clear explanation as to why I cannot use my existing email address and cellphone number * Clarification on why I am expected to incur additional costs to subscribe to a streaming service * Immediate assistance to activate a streaming package using my current details

This experience has been extremely disappointing, and I expect a prompt and practical resolution.

Michelle de Klerk