Disconnected After Paying, Forced to Pay Twice & No Customer Service Email?

I paid R865.00 on 23 February 2026 via the MyDStv App, submitted my bank statement when requested, and was told the payment would reflect within 72 hours.

It didn’t.

On 1 March 2026, my services were disconnected despite having made payment. I had to call in to request reconnection, and the services were restored.

On 3 March 2026, I called again to request a Customer Service email address so I could formally lodge a complaint — only to be told that DStv does not have a Customer Service email address and that I should use WhatsApp instead. I did not agree to this.

During that same call, I asked the consultant to confirm whether the second payment I had now made on 3 March 2026 was reflecting. He confirmed not only that the second payment was reflecting, but that the original payment made via the MyDStv App was also reflecting — meaning two payments were sitting on the account.

So why was I disconnected in the first place?

Why was I forced to make a second payment to avoid interruption?

Why was there no communication confirming allocation of the first payment?

And how is it acceptable that customers are told it is their responsibility to follow up if emails are not answered?

This reflects a serious breakdown in communication, accountability, and customer care.

Customers should not be disconnected after paying. Customers should not be forced to pay twice due to internal failures. And customers should not struggle to find a formal channel to lodge a complaint.

Extremely disappointing service.

#DStv #MultiChoice #CustomerServiceFail #PaymentDispute #HelloPeter