Disconnection Fee and Bad Customer Service

Good Day

I have had Dstv for +-10years and have never come across such pathetic service. End of October 2017 I failed to make a payment towards my subscription which will obviously result in my services being discontinued as I pay in advance and not in arrears. On the 24-11-2017 I went and paid R400 which should cover the subscription and the re-connection fee moreover since I had a credit with you guys, I had a massage popping up on the tv advising that I must pay R180 which was incorrect but figured that I pay R400 instead. On the 6th December 2017 I received another massage on the screen advising me to pay an amount of R149 or else my service will be cut off, however to my surprise the service was cut off before 12 noon which caused a huge frustration on my side as the deactivation contradicted the pop up massage. I then called the call centre to try get clarity, I was assisted by a very nice lady called Marcella who explained that I have to pay R199 saying it’s for the shortfall + R50 re-connection fee for the deactivation loaded on the 6th of Dec, the very same day I received a pop saying I must pay R149. How do you deactivate me the same day you said I must pay then expect me to pay another R50 for reactivation. I request the R50 fee to be removed as I believe its charged unfairly and incorrectly. As professional as she was she couldn't sort out the query. Why should I be paying a reconnection fee twice when the massage instructed me otherwise, why did you have to disconnect my service. I would understand if this was a trend from my end but I have been cut off about 2 or 3times in all the years I have had the dstv installed. Is this how you repay my loyalty?

I then requested to speak to her supervisor Dumisane Radebe, who instead of coming to the phone he told the agent to come and repeat herself, I requested to speak to the manager and I was told that Nthabiseng who is the operations manager will call me but to this day I have never received a call from Multichoice. This is after I spent 49minutes on the phone. Call reference: ********** 6/256. To my disappointment, on the 29-12-2017 I received an sms advising me to pay R465 to avoid disconnection, I again called the call centre again. This time around the service was appalling to say the least, I spoke to an inexperienced agent by the name of Princess Buthelezi... who works under your outsourced call centre Bytes, who when I requested to be put through to a supervisor she put her colleague on by the name of Frieda Mo***eng on the line who explained a nonsensical prorata billing that I am supposedly in arrears for. Furthermore put me on hold while I was still trying to speak to her and put the first agent (Princess Buthelezi) on the line who said her supervisor (Mothusi) is knocking off and can’t take the call and that the manager (Lezane) will call me, I was not treated professionally and feel it’s unfair to have an untrained agent on the line who have no knowledge of handling queries or how a customer is billed. Let alone escalate the call to a superior should there be a need, instead a customer is passed around amongst agents who act as supervisors. I felt sorry for the agent at some point as it was as if she was thrown in the deep end without knowing how to swim, she had no customer service what so ever and didn’t understand what I was requesting. Reference for the call is ********** 660.