Customer No: *** | Smartcard No *** - Poor service received from DSTV Consultants (02/09/2024)

Dear Multichoice, I hope this message finds you well. I am writing to express my profound disappointment with the customer service I have received from your organization. Regrettably, my experiences have not met the expectations one would anticipate from a reputable company. It appears there may be issues related to training, recruitment, or overall service quality, as I consistently encounter representatives who fail to provide accurate and effective support. This does not reflect well on your organization's commitment to customer satisfaction. I urge you to evaluate these concerns seriously, as they could significantly impact customer retention and loyalty.

2nd Call made to Multichoice – I am writing to address an issue regarding my recent call with Multichoice. Unfortunately, the consultation was abruptly terminated by the representative, Yolanda, and I was unable to obtain the assistance I required.

I would like to draw your attention to my recent call at 17:00 with a representative named Nandipha, during which she assisted me in reconnecting my services. However, upon reviewing my account from January 2024, it is evident that I have incurred unnecessary reconnection fees due to negligence on the part of your agents.

I’m writing to seek clarification regarding the recent increase in my payment due from R399 to R489.22, which is to be deducted via debit order on the 4th of each month. I would appreciate it if you could provide an explanation for this change. Additionally, I must express my dissatisfaction with the repeated reconnection fees I have incurred over the past three months due to service disruptions that should have been resolved by your team. I was informed that a supervisor would call me to address my concerns; however, it seems that the supervisory team is frequently unavailable to assist. Having previously worked in a similar capacity at FNB, I find the level of service I received today to be quite disappointing. It may be beneficial for your contact center to consider an operational reassessment to enhance overall customer satisfaction.

I would like to bring to your attention a concerning experience I had with your customer service today. After being informed by the consultant that Nandipha was working in dispatch, I was directed to wait while she attempted to reach her. After 26 minutes on hold, I was told Nandipha was on another call, and the consultant had taken my contact details without my consent. Unfortunately, I remained on hold for a total of 55 minutes without resolution or further assistance. I have been calling each month since June regarding the same issue, yet it remains unresolved. I am formally notify you that I will be reporting the recent behavior to Helopeter. Following this, I will engage the relevant departments within your organization and contact Calvo Mawela and Imtiaz Patel regarding this matter. Please be advised that I have already informed them of today's events. Please review this incident associated with the number ***) in your records and advise on how this matter will be addressed.

I look forward to your prompt response.