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Lazette L

1 reviews | Active since Feb 2018

17 Feb 2018, 07:47

Disconnected 3 times without due cause

To whom this may concern,

My name is Lazette Lawrence, the account I am displeased about is ********** 2 .

Allow me to express my deepest frustration with Multi choice. I paid and downgraded my package to the Dstv Access in January, after which it was automatically upgraded, neither my husband or I called in for this upgrade and am disgruntled to find out from their Agents that someone has called in. Which makes me believe that their security questions was not asked in terms of this upgrade. Secondly, i have called in, and have a ref number, spoke to this lady, who then said that the system upgraded did the upgrade and she spoke with her team leader and advised that she would make the account up to date, as I was now being kept liable for R230. My dstv package was disconnected a few days later, without prior warning mind you, and again after seeing an agent at the service center. I then went to the service centre in Westgate mall, Mitchell's Plain, twice with this issue after being disconnected again and spoke with Carmenita and a Caroline/Catherine, respectively. They updated my account, reconnected my package and said they will call me back in 3 days, which they didn't. Caroline also asked if someone else had access to my account, which i found disturbing, because there should be security measures in place to make sure of the person who calls in.

Now, I am disconnected again for the third time and am utterly peeved off, that my time, money and energy is being taken for granted and that it seems as though you don't value good customer service and loyalty towards your clientele, but expect your customers to watch and pay diligently for your services. I am seriously frustrated and am not going to let this go easily.

Lazette Lawrence

0
Replies (5)
DStv (MultiChoice)
DStv (MultiChoice)'s reply17 Feb 2018, 08:38
Official

Dear Lazette Lawrence

We acknowledge receiving your complaint. Feedback will be communicated to you shortly.

Kind regards

DStv Hello Peter team

LL
Lazette L's update27 Feb 2018, 08:26
Reviewer Update
Hi Dinah, being aware of the upgrade, doesn't mean that I called in for an upgrade, which u just confirmed, I called in purely because if I hadn't then I would've been liable for the new months upgrade fees. Furthermore, as you well heard on that call, that the agent said it was a system upgrade that happened and she would have my account brought up to date. Now I want to know, why was this upgrade made in the first place and to show in fact how your incompetence is beyond my understanding, the service centre in Westgate mall Mitchell's plain, has discovered, that your billing department did not bill me for the month of January, and the payments that I made, brought my account into a credit, that had the system upgrade it automatically. So how can they see that and you can't? Just because i called in to downgrade, does not make me liable for an upgrade that your *********** staff and system were responsible for. So if u don't mind, please clarify what has just been brought to your attention and rectify it. Lazette
LL
Lazette L's update27 Feb 2018, 08:26
Reviewer Update
Hi Dinah, being aware of the upgrade, doesn't mean that I called in for an upgrade, which u just confirmed, I called in purely because if I hadn't then I would've been liable for the new months upgrade fees. Furthermore, as you well heard on that call, that the agent said it was a system upgrade that happened and she would have my account brought up to date. Now I want to know, why was this upgrade made in the first place and to show in fact how your incompetence is beyond my understanding, the service centre in Westgate mall Mitchell's plain, has discovered, that your billing department did not bill me for the month of January, and the payments that I made, brought my account into a credit, that had the system upgrade it automatically. So how can they see that and you can't? Just because i called in to downgrade, does not make me liable for an upgrade that your *********** staff and system were responsible for. So if u don't mind, please clarify what has just been brought to your attention and rectify it. Lazette
LL
Lazette L's update27 Feb 2018, 10:12
Reviewer Update
The fact that you are trying to keep me responsible for an error in your billing department and for a system upgrade to make up for you shortfall is a complete ******* and insulting to say the least and if this is not sorted out, I will take it to the Ombudsman and declare everything that has been communicated by your call centre, your correspondence through Hellopeter and your service centre and I'm sure that the recordings that you so confidently said proves I was aware, can clarify that the agent also confirmed that it was a system upgrade.
LL
Lazette L's update27 Feb 2018, 10:12
Reviewer Update
The fact that you are trying to keep me responsible for an error in your billing department and for a system upgrade to make up for you shortfall is a complete ******* and insulting to say the least and if this is not sorted out, I will take it to the Ombudsman and declare everything that has been communicated by your call centre, your correspondence through Hellopeter and your service centre and I'm sure that the recordings that you so confidently said proves I was aware, can clarify that the agent also confirmed that it was a system upgrade.