Disconnection without valid reason
<p>For over 2 weeks I have been fighting with Multichoice regarding my services being disconnected. It started with a Price Lock contract coming to an end on the 24th May. The subscription was taken by Multichoice. I was then asked for another payment 4 days later. Numerous phone calls (costing over R300) to the call centre resulted in the agent telling me it was their mistake and reconnecting the service. That lasted for 4 or 5 days. I rang again and was told I would be called by the Contract Department (that never happened) and was reconnected. And surprise surprise we wake up this morning to see we have been disconnected again. I have a Call Ref No. ********** 9-i76, have been told this has been escalated twice but I have been disconnected and I am still waiting for the call from the Contract Department. The service from Multichoice is terrible. Do I need to drive to Randburg to sort this out? And if so will I be compensated for my time, petrol and airtime? Very very poor service.</p>
Helpful (0)
Replies (4)0
Replies (4)
DStv (MultiChoice)'s replyOfficial
14 Jun 2017, 08:28Dear Peter Churcher
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv : Hello Peter team
Best regards,
DStv (MultiChoice)'s reply14 Jun 2017, 08:28
Official
Dear Peter Churcher
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv : Hello Peter team
Best regards,
DStv (MultiChoice)'s replyOfficial
14 Jun 2017, 14:27Dear Peter Churcher
Thank you for bringing the query to our attention.
Upon checking your account, we can confirm that you still need to make a payment of R144.
The amount debited on the 24th May was R764.50 as the account was still under Price Lock however, it was then changed to residential account on the 27th May.
Kindly note as the account is now on residential, the monthly subscription for the DStv Premium package is R789 + R85 for Xtraview + R64.50 for decoder insurance, total R938.50.
We have reversed the reconnection fee's charged, please pay R144 to update the account.
Feel free to contact us should you require any further assistance.
Your support, and that of all our customers, is important to us.
Kind regards
Lebogang
Best regards,
DStv (MultiChoice)'s reply14 Jun 2017, 14:27
Official
Dear Peter Churcher
Thank you for bringing the query to our attention.
Upon checking your account, we can confirm that you still need to make a payment of R144.
The amount debited on the 24th May was R764.50 as the account was still under Price Lock however, it was then changed to residential account on the 27th May.
Kindly note as the account is now on residential, the monthly subscription for the DStv Premium package is R789 + R85 for Xtraview + R64.50 for decoder insurance, total R938.50.
We have reversed the reconnection fee's charged, please pay R144 to update the account.
Feel free to contact us should you require any further assistance.
Your support, and that of all our customers, is important to us.
Kind regards
Lebogang
Best regards,
's updateReviewer Update
26 Jun 2017, 07:41Dear Lebogang
Thanks for the reply. Can you answer whether an account is paid in advance or arrears? If it is advance (as I have been told by your staff) then even though the price lock has finished it runs until the 24th June. I look forward to your answer.
Also I am still waiting for a phone call from the contracts department to discuss my options, whether to take up another price lock.
Can you also get someone to call me to cancel the insurance, I have already spent too much on the call charges being put on hold for 20-40 mins each time.
I look forward to your response and the phone calls.
Peter Churcher
's update26 Jun 2017, 07:41
Reviewer Update
Dear Lebogang
Thanks for the reply. Can you answer whether an account is paid in advance or arrears? If it is advance (as I have been told by your staff) then even though the price lock has finished it runs until the 24th June. I look forward to your answer.
Also I am still waiting for a phone call from the contracts department to discuss my options, whether to take up another price lock.
Can you also get someone to call me to cancel the insurance, I have already spent too much on the call charges being put on hold for 20-40 mins each time.
I look forward to your response and the phone calls.
Peter Churcher
DStv (MultiChoice)'s replyOfficial
26 Jun 2017, 10:16Dear Peter Churcher
The Dstv account is paid in advance.
We have referred your details to our Price Lock team, they will be able to advise when the previous contract was taken and the end date.
They will also further assist with an application for another Price Lock contract.
Furthermore, we have also requested our decoder insurance team to cancel the insurances on your decoders.
Should you require further assistance, we are here to assist.
Kind regards
Lebogang
Best regards,
DStv (MultiChoice)'s reply26 Jun 2017, 10:16
Official
Dear Peter Churcher
The Dstv account is paid in advance.
We have referred your details to our Price Lock team, they will be able to advise when the previous contract was taken and the end date.
They will also further assist with an application for another Price Lock contract.
Furthermore, we have also requested our decoder insurance team to cancel the insurances on your decoders.
Should you require further assistance, we are here to assist.
Kind regards
Lebogang
Best regards,