Contract Breach after Payment

I have been a loyal DSTv subscriber for many years and decided to downgrade my package to the Access Package in order to join Showmax that would work best for my kids during inclement weather conditions due to poor connection.

The package included streaming Showmax on my Smart TV. I therefore paid for the entire 2024 during December 2023 as I did during 2022 as well.

At that stage MultiChoice gladly took my money, specifically the full Showmax subscription for streaming to my Smart TV as opposed to mobile devices only. The rate was discounted according to the previous year as well.

During January we could no longer watch on the Smart TV. We approached MultiChoice who then informed us that my TV was no longer supported by Showmax new app. The Agent further advised that we could contact Showmax directly as sometimes vouchers are given instead of cancelling our subscription.

We followed the advice, but after back and forth with Showmax, we returned to MultiChoice today and we were informed that only customers with Explora decoders were given vouchers to receive DSTV Streaming devices in order to have access to Showmax on their TV's.

There was no distinction advised that vouchers could only be available to customers with Explora devices instead of HD Decoders.

The supervisor told us that she would investigate the matter and provide an answer. The entailed the following:

We were not entitled to a DSTv streaming device due to the fact that we were watching Showmax on a Smart TV, which was exactly what our subscription during 2023 entailed and that we were expressly informed of when we paid our subscription for 2024 during December 2023.

I have decided to provide this review as the supervisor informed us that she escalated the matter, which resulted in an email that was sent many hours later that was contradictory to all communication that we have had with MultiChoice personnel prior to this e-mail.

I hereby include part of the email which really did not make sense in relation to the prior information provided to us:

"I do understand that you have made upfront payment for the service of Showmax through Dstv however your smart TV is one of the unsuuported devices which are unable to support the enhanced streaming technology. For a full list of supported devices go to www.showmax.com/learnmore."

I am not sure whether it would be possible to escalate within MultiChoice.

Any advice in this regard will be appreciated