CONFUSION REIGNS AT DSTV (MULTICHOICE) ACCOUNTS DEPARTMENT REVIEW NO 4.

CONFUSION REIGNS AT DSTV (MULTICHOICE) ACCOUNTS DEPARTMENT REVIEW NO 4. To date I have submitted three reviews on Hello Peter regarding the shambles of my DSTV account. (This is my fourth attempt to make sense of my account)

As stated before : “My patience paid off and finally account details were submitted via email. Account details from The 1st of January 2018 were included. The details contained in the documents were clear to a certain date, but confusion reigned once my price lock account of R949 ended on the 30th April 2018.

During May 2018 an amount of R1027 was paid for May 2018.How this amount was calculated is unclear, although fees for nonexistent extra view were added and later reversed. No problems were experienced during the 24 months of the R949 Price lock period “

DSTV rep**** on the 12th December and it is in their reply that the confusion regarding my account ( and judging by the number of complaints of many others) is illustrated. At no stage did I have two active decoders nor any extra view.

DStv (MultiChoice)'s reply: 12 Dec 2019, 16:33 Hi Frans,

I am glad that the issue regarding the smart LNB and the dish has been sorted.

We have gone through your account and see that in June 2018 a refund of R809.00 was credited to your bank account because we had overcharged you but you (Either you or the bank) later reversed the debit orders. The debit orders were R771.29 and R1071.26.

We have escalated your query to our CEO team. We apologise for the delay in resolving the query.

Regards K On the 13 Dec 2019, 10:17 I rep**** as follows: The debit orders were R771.29 and R 1071.26.? Please explain in respect of which month-year and decoders and service these debit orders were app****. Keep in mind that R849 was paid for April 2018 and R1027 for May 2018 all by debit order, resulting in a total payment of R 1876 for April/May 2018.

Thank you

Frans B

The reply from Multichoice highlights the accounting problem many viewers experience with the system adopted by Multichoice .The running total does not always reflect the amount due by the customer,

At no stage did I have two active decoders, but the consultant at the time of the installation of the new Explora 2 on the 29th May 2018 decided that I had and hence the presence of two debits one for R771.29 and one for R1071.26.

To summarise my account: My Price lock account of R 949 ended on 30th April 2018. Out of Price lock an amount of R 1027 was paid for May 2018 per debit order.

On the 29th May 2018 a new Price lock contract for R959 was entered into with Multichoice and paid on the 8th June 2018. To date Multichoice has failed to explain the purpose of the two debit orders detailed above. The bank reversed the combined amount of R1842 and realising their mistake Multichoice offered a credit of R 809.

Multichoice reclaimed the credit. I have made 20 advance payments of R959 since June 2018, including December 2019 and one payment of R810.

From the above it is clear that Multichoice has overcharged me because in May 2018 a consultant decided to levy charges for 2 decoders and not one decoder, resulting in mayhem.

This can happen because the Price lock department operates, it appears, in isolation from the rest. As far as I am concerned I have overpaid an amount of R810 and am entitled to a refund or credit.

The fact that my new decoder was delivered by courier in May 2018 and only installed on the 29th of May 2018 is no reason to charge an extra fee, because the customer is at the mercy of the accredited installer who in my case was only available on the the 29th May 2018.

It is clear from the number of daily complaints 10 to 13 (reported on Hello Peter)that the problem I have experienced is not an isolated incident.