DIsgruntled DStv Subscriber

I am deeply disgruntled about the DStv Rewards programme and billing how their inaccurate billing calculations that gets displayed mainly on the MyDStv app.

On the 29th of March 2021, I partook in the Spin The Happiness Wheel and got awarded a "Free Package Upgrade". I subsequently claimed the reward after email correspondence and notification stated that it will "automatically" be activated at the next billing date (which should be from 25th April 2021). That never materialised, even after I contacted DStv via telephone and electronic mail. I submitted screenshots and viewed the terms and conditions, but just got no proper feedback and just delay tactics and excuses.

On the 30th of April 2021 at 23h00, whilst watching a show, my DStv just stopped broadcasting without any warning. It cost me numerous phone calls and emails to get the subscription reactivated, then re-establish the XtraView connection, and finally the DStv Now linked via the web. This caused a major inconvenience and missing out on certain content, which is not readily available for download.

What's even more shocking is, even prior to the "Spinning Wheel" reward, there was a "Super Star Anniversary" reward that can only be claimed from the 28th of May 2021 (which is also a Free Package Upgrade). The moment I selected and claimed the reward, my billing amount immediately increased. I received communication via email that this reward will be automatically be activated during the next billing date (which is supposedly 25 June 2021).

This is very disappointing and I have lost faith in DStv and Multichoice as a company that is not customer-centric and view their subcribers as a "wholesale" entity with just a Customer Number on certain tiers. The customer gets no proper feedback and sensible information or explanation.

My faith is slowly dipping and soon it might just fade altogether in Multichoice. Hopefully, they can improve how they interact and engage with subscribers and be more accommodating to ease customers with clear communication.