Complaint Regarding Incompetency, Poor Service, and Request for Refund

Dear DSTV Customer Service Team,

I am writing to formally escalate a complaint regarding repeated service failures, financial misconduct, and unprofessional conduct by your staff over three consecutive days (March 17–19, 2025). This matter involves an account opened for an 86-year-old dependent who was unjustly deprived of television services for 72 hours due to DSTV’s inefficiencies. Given the severity of these issues, I now request immediate intervention, full restitution, and—should this remain unresolved—legal mediation to address the breach of consumer rights.

Background

The account in question (####6086, holder: Siyabonga ****a) was escalated to your team on March 17, 2025, to resolve a critical service disruption. What followed was a series of unprofessional interactions, financial exploitation, and systemic incompetence, detailed below.

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Detailed Complaints

Misrepresentation & Negligence by Sisipho (March 17, 2025)

Sisipho assured resolution within 15 minutes but failed to process the application before end-of-day, falsely claiming completion. This was later confirmed by Lelethu (April 18, 2024).

Forced Paid Subscription: I was coerced into registering for a PDF Filler subscription, which Chene claimed was necessary to resolve the issue. This constitutes deceptive practice under the Consumer Protection Act.

Disrespectful Conduct by Lelethu (March 18, 2025)

Lelethu displayed blatant impatience and rudeness, exacerbating the distress caused by DSTV’s failure to restore services.

Supervisory Negligence by Chene (March 19, 2025)

Supervisor Chene Isaacs initially refused assistance, citing inability to resolve the issue. Only after persistent escalation was a resolution achieved, prolonging the elderly mans inconvenience.

Financial Loss & Unauthorized Charges

Airtime Costs: R150+ spent on prolonged calls due to DSTV’s inefficiency.

Unaccounted Payment: A R45 charge (Reference ####6086) was paid without invoice.

Total Requested Refund: R197