Dissatisfied and appalled

To whom this may concern.

I write this with a heavy heart. Being a loyal client to you with no default for over 8+ years, I have received the most appalling service from dstv Contact Centre. I now understand why clients are choosing to leave as something so simple can not be resolved as there are no processes in place and lack of communication.

My debit order runs on the 2nd of every month. In the month of June I had a issue where I had not transferred funds over to my account in time which resulted in the debit order returning unpaid and this came to light on the 6th June. Immediately upon realizing this, I called the contact Centre and was advised I could do an eft which I did and was confirmed. The amount to be paid was R539 which was my premium of R499 plus a box office rental of R40. My bank statement reflected the returned debit however your system to date has not updated to show that the June debit order was not successful and that an eft has covered that payment. Many escalation have been sent so I have been told which turned out to be a bunch of lies. Over a month had passed and I still face the same issue because now my July debit order has still not gone off. I fail to see the lack of logic and understanding in getting this issue resolved and providing me as the customer with a general service. I have gone ahead and done an eft for the month of July now as well but I forsee the same issue come the 2nd of August. I have made clear to your team leaders in your contact Centre that I am not happy and I will be looking to cancel my service as no customer deserves to be treated this way. There seems to be no need for a contact Centre when queries don't get resolved and the customer is left fixing their own problems

I have attached the proof of my bank statement for June showing the returned debit and also attached the pop for June and July eft done.

I do hope this reaches a higher level so the people above can understand why they are loosing customers.

Team leaders at multichoice claim to be there to assist but do not bother following up with their customers when promised. Mbonge and Amanda are 2 of them who have made empty promises and 2 months have passed with my issue still unresolved.

For something this simple to become such a mess is beyond me, these people do kot care about their customers

Kind regards