Dstv can do better

On 26 September 2021 I went to MultiChoice to determine what was wrong with my late husband's decoder. Upon inspection it had a faulty hard drive. I was asked if I wanted to buy another decoder or whether I wanted to start a new account on the pricelock with the Explora Ultra decoder for F899 p/m. I opted for the price lock package and was told that my late husband's account would only be suspended once I had received my new decoder.

The installer came on the next day on the 27th of September with a new dish and decoder. He realised that he had brought the wrong decoder and left to obtain the correct one. I was later contacted by Dstv only to be told that the truck transporting the Ultra decoders had been hijacked. This was the last I heard anything about the decoder or the installer, but at least I could continue to enjoy viewing on the old decoder.

On Sunday 7 October 2021 the service was completely suspended on the old decoder. Upon enquiry I was told that the account had been suspended, yet Dstv is still deducting subscription fees from my bank account. When I asked when I will be receiving feedback in respect of the Ultra decoder, the call was only escalated to another department and no feedback was received till date. The old account was reconnected, but only for 2 days.

I contacted Dstv today on the 10th of November and it was indicated that there is no record of me as a subscriber, yet my ID nr and details reflect on the system when entering my ID nr in the beginning of the call. I ended the call because the calltaker did not seem clued up with what I was explaining to her, nor did she seem interested to assist me. I contacted the call centre in the afternoon at approximately 16:49, only to be assisted by someone who kept me waiting for 20 minutes while the most irritating call waiting sound kept playing over and over.

I believe I have spent more airtime calling Dstv to have my problem sorted than the amount of my monthly subscription. For the love of God, is there a individual equipped with the sense of business and morality who can at least call me back so that this nightmare can be resolved, or should I get in my car and bring your unused dish back and cancel my contract? Please be so kind as to get back to me.

Sincerely, Dr. Maggie Paolini