1 reviews | Active since Mar 2009
Complaint/Review: DSTV Internet Package Service Issues
Complaint/Review: DSTV Internet Package Service Issues
I am writing on behalf of my mother, a loyal Premium DSTV subscriber with an unbroken service record of over 15 years. Unfortunately, our experience with DSTV's Internet Package, sold to her telephonically in May 2024, has been nothing short of a nightmare. Here's a detailed account of the situation:
Initial Problem: After receiving the device for the DSTV Internet Package, it did not work. She promptly contacted the DSTV call center and was advised to take the device to the nearest DSTV agent, located in King William's Town—approximately 70 km from her residence. Despite the ongoing non-functionality of the service and the lack of a device, the monthly debit order and deductions have continued unabated.
Follow-ups and Promises: My mother has made multiple follow-ups with DSTV to resolve this matter. She was later informed by the DSTV call center that if she could retrieve the device from the King William's Town agent, DSTV would arrange for a courier to collect it, and she would be reimbursed for all the months she paid for the non-functioning service.
Visits to DSTV Agents:
On January 2, 2025, she visited the King William's Town agent to collect the device but was told it had been sent to the East London DSTV outlet for further repairs. On January 3, 2025, we visited the East London agent, only to be informed that they had never received the device. They provided the contact details of Mr. Zwelixolile Mapuma, the owner of the King William's Town outlet. Misplaced Device and Further Delays:
My mother contacted Mr. Mapuma on January 4, 2025. He assured her he would investigate and locate the device, which seemed to have been misplaced by one of his staff members. Despite follow-ups, two weeks passed, and on January 17, 2025, Mr. Mapuma finally admitted the device had been lost by an employee. He stated that the employee would reimburse my mother for the loss. Current Status: To date, my mother has not received any updates or reimbur*****t. The entire situation has been frustrating and unacceptable, especially given her loyalty as a long-standing customer.
Resolution Sought:
Immediate reimbur*****t for all monthly deductions since May 2024. An official apology and compensation for the inconvenience caused. Clarification on how DSTV plans to address such service failures in the future. This experience has significantly damaged our trust in DSTV's service and support. If this matter is not resolved promptly, we will escalate it further and explore alternative internet service providers.
We hope for a swift resolution.
Kind regards, Buzwe Fani (on behalf of [Nontsikelelo Nxawe)
Thank you for reaching out to us.
We have received your query and are currently looking into it.
Our team will get back to you as soon as possible with the information or assistance you need.
Should there be any further updates or details required, we will be in touch.
Thank you for your patience.
Kind regards,
DStv: Hello Peter Team
Thank you for reaching out to us.
We have received your query and are currently looking into it.
Our team will get back to you as soon as possible with the information or assistance you need.
Should there be any further updates or details required, we will be in touch.
Thank you for your patience.
Kind regards,
DStv: Hello Peter Team
- The device was declared lost by the King William’s Town DSTV Agent, Mr. Zwelixolile Mapuma.
- We were told a reimbur*****t would follow once the matter was confirmed.
- It has now been more than 8 months of deductions for an unusable service with no recourse, despite multiple escalations.
- My mother remains out of pocket, and this delay is unacceptable given her long-standing loyalty as a Premium subscriber.
- Full reimbur*****t for all deductions since May 2024 for the non-functional internet service.
- A formal written acknowledgment of responsibility regarding the misplaced device.
- Immediate closure of the DSTV Internet account linked to her subscription.
- A timeframe within which DSTV will resolve and reimburse.
Buzwe Fani (on behalf of [Mother’s Name])
- The device was declared lost by the King William’s Town DSTV Agent, Mr. Zwelixolile Mapuma.
- We were told a reimbur*****t would follow once the matter was confirmed.
- It has now been more than 8 months of deductions for an unusable service with no recourse, despite multiple escalations.
- My mother remains out of pocket, and this delay is unacceptable given her long-standing loyalty as a Premium subscriber.
- Full reimbur*****t for all deductions since May 2024 for the non-functional internet service.
- A formal written acknowledgment of responsibility regarding the misplaced device.
- Immediate closure of the DSTV Internet account linked to her subscription.
- A timeframe within which DSTV will resolve and reimburse.
Buzwe Fani (on behalf of [Mother’s Name])