Complaint Regarding Poor Service from Agent Dineo Molobela at the Edenvale DSTV store

I am writing to formally lodge a complaint about the poor service I received from one of your agents, Dineo Malobela, when I went to your service center in Edenvale to replace my broken smart card. The experience was unsatisfactory due to unprofessional behavior when I get to the store she directs me to pick up a service card which i did, i then explain to her that i brought my explora decoder in for them to assist with replacement of the smart card she asked what happened i tell her i suspect my toddler broke, she looks at the device and asks me where is the other piece of the card i tell her it is inside the decoder, she then asks me what must she do now…when i respond why you asking me because the reason i came here is for me to get assistance as you are the expect here... she then says mumbling "people when you work at the bank they assume you own the money" i then ask her what does that supposed to mean? she then ignores me and says to the consultant near her i came with the broken smart card she doesn't know what i expect her to do then her colleagues says to her "Charge her R600" then i look at that lady and ask her sorry did you just say i must be charged R600 for what because i called customer care first before coming here and i was told replace the smart card is around R180 the 2nd lady also gave me attitude, i mean first of all she was not even servicing me but for her to jump in and say i must be charged R600 before even checking the damage i felt so belittled by both agents with their UNPROFESSIONAL behaviour, i then asked Dineo to give me my decoder so i can leave and see if i can get assistance from a different store. No one cared in the stored to atleast say sorry lets see how we can be of assistance as I was fuming that questioned if they all the same or what is happening in that store completely absurd!!! I mean the decoder is not even broken why am I being charged R600 by someone who is not even dealing with my query couldn’t they have at least assist me and later have their “gossip moment” when I m out of their sight, I left the shop deeply hurt and disgusted by the level of unprofessionalism. I expect a certain level of professionalism and customer care from DStv, and this experience fell short of that standard. I would appreciate it if this matter could be investigated and appropriate action taken. Please confirm receipt of this complaint and advise on the next steps. Sincerely, Nthabiseng Mokobane-Lebotse ***4 (Customer Number) ***