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Rudi F

1 reviews | Active since Dec 2014

11 Dec 2017, 08:18

Can't Disconnect

I phoned DSTV to disconnect my service, as I will not be able to afford my package this month. I was told that my package runs from the 7th to the 7th of each month, so they can only disconnect it on the 7th of January 2018. It is now 11 Dec 2017, and I said I would obviously pay for the 4 days pro-rata since the 7th, but their attitude is indifferent. So I am being forced to take a service for the next month that I cannot afford??

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Replies (3)
DStv (MultiChoice)
DStv (MultiChoice)'s reply11 Dec 2017, 09:54
Official

Dear Rudi

We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.

Kind regards

DStv: Hello Peter Team

Best regards,

DStv (MultiChoice)
DStv (MultiChoice)'s reply11 Dec 2017, 15:29
Official

Good day Rudi

Thank you for sending us your query.

Please be informed that your DStv service is a month-to-month contract. When you pay your subscription, the contract for that month is therefore fixed on the package active as at the beginning of your billing cycle. For this reason, the service is currently scheduled for disconnection on 07 January 2018.

To fully align with our regulations, downgrades and disconnections can only happen once a month, on the day your next subscription payment is due. This is to ensure that customers adhere to the month to month billing rules.

In the past we allowed downgrades and disconnections as per customer’s request at any time of the month. This was concession on our part as our previous system could facilitate it.

Kind regards

Dinah

Best regards,

RF
Rudi F's update09 Feb 2018, 15:26
Reviewer Update
Good day Dina I have received an SMS today from DSTV threatening to hand my account over for collection. Please elaborate on the following: 1. My DSTV has always been a pre-paid service. No one informed me that I now have a month to month contract with DSTV, please provide proof of where I entered into a contract with DSTV. 2. My DSTV online account varies from around R800-R1250 every time I log in to see what is my balance due, please confirm what my due balance is. Note that I cancelled my DSTV, and was then told that it can't be disconnected before end of the month, however, it was disconnected about a week later. So now it seems that DSTV want me to pay for one to one a half months subscription that I never received? If I pay the fees claimed by you, will I then still receive a month’s viewing? 3. I wanted to re-connect my DSTV a while ago, but have now stalled doing so due to this matter. DSTV used to promote on connecting and disconnecting at any time due to holiday homes, going away for holidays, etc. 4. I feel this matter is too trivial to contact our company lawyer over this, but if I am being handed over to debt collectors, I will do so. I am prepared to pay for services received, but not for services not received due to disconnection. I hope this matter can be resolved reasonably, as I would like to stay with DSTV rather than moving to an alternative supplier. Regards, Rudi Franck