Complaint Regarding Payment Allocation and Service Disruption Reference Numbers: ***

This is a formal complaint about the ongoing issues with payment allocation and service disruption on my grandmother's DSTV account.

On January 29, 2025, I made a payment of R300 to my old, inactive DSTV account (***4). I immediately recognized this error and contacted DSTV the same day, providing proof of payment and requesting the funds be transferred to the correct active account (***6) under Martha's name, my grandmother. I was assured this would be resolved within 24-48 hours.

However, despite multiple communications and assurances, this issue remains unresolved. The consequences have been severe and inconvenient:

The service is being disconnected every one to two days I am forced to repeatedly call customer service to explain the situation Each call requires extensive time (up to 40 minutes) and depletes my airtime Despite seven separate promises of resolution, the issue persists Your customer service representatives have acknowledged there are funds in the old account and promised a refund. The Allocations and HELP departments have confirmed they are processing this case, yet no permanent solution has been implemented.

I have submitted all required documentation, for my refund too as requested

Proof of payment Banking statements ID document

I request immediate action on two fronts:

Transfer the R300 payment made on January 29, 2025, from account ***4 (inactive) to account ***6 (Martha's active account) Process the promised refund for funds held in the inactive account This is a straightforward administrative matter that should not require multiple calls and continuous service disruptions. The constant need to reactivate service and explain the situation is causing unnecessary stress and inconvenience to both myself and my grandmother.

I expect a prompt resolution to this matter and confirmation once the payment has been properly allocated. Should this issue persist, I will be forced to escalate this matter to the relevant consumer protection authorities.