MM
Mojaki M
1 reviews | Active since Jul 2015
12 Sept 2020, 17:32
Dstv decoder activated without my confirmation/consent
I got the a shock today when I received an SMS from Dstv saying the amount due on y subscription is R 2067.13. My normal subscription is R799.00. When I tried calling the customer service number *** the call does not even ring.
To try and get clarity, I tried their chat platform. I put my issues aside at around 13h50. I waited until my patience ran out. After 15h00 I get a reply to say they wanted to assist but since i was not there for the interaction I should try again.
My next point of call was the Dstv twitter platform. I raised my issue relating to the account. again after a lengthy back and forth (with long intervals in between the chats). Ultimately, whoever I was chatting to told me that I activated the other decoder in 28 August 2020. The questions that go through my mind are the following:
1. If a decoder was activated through the Dstv self-service platform why was the confirmation message not forwarded to me as the account holder? 2. How safe are our online profiles if products can just be activated without checking with account holders?
Helpful (0)
Replies (8)0
Replies (8)
DStv (MultiChoice)'s replyOfficial
12 Sept 2020, 17:43Hi Mojaki,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply12 Sept 2020, 17:43
Official
Hi Mojaki,
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
MM
Mojaki M's updateReviewer Update
12 Sept 2020, 18:03Ultimately I managed to get through to the call centre. After explaining my issue the consultants told me that they cannot assist check as to who activated the decoder. I, according to him, must go to the nearest Multichoice agent to check myself. I would really like this issue to be investigated. Clearly ***** has been committed against my account. How safe are our details stored by MUltichoice?
MM
Mojaki M's update12 Sept 2020, 18:03
Reviewer Update
Ultimately I managed to get through to the call centre. After explaining my issue the consultants told me that they cannot assist check as to who activated the decoder. I, according to him, must go to the nearest Multichoice agent to check myself. I would really like this issue to be investigated. Clearly ***** has been committed against my account. How safe are our details stored by MUltichoice?
MM
Mojaki M's updateReviewer Update
12 Sept 2020, 19:38Below is a final response from Dstv Twitter conversations:
@MojakiMahura You need to make a payment due to the fact that you used selfservices. ~KE
@MojakiMahura You need to make a payment due to the fact that you used selfservices. ~KE
MM
Mojaki M's update12 Sept 2020, 19:38
Reviewer Update
Below is a final response from Dstv Twitter conversations:
@MojakiMahura You need to make a payment due to the fact that you used selfservices. ~KE
@MojakiMahura You need to make a payment due to the fact that you used selfservices. ~KE
DStv (MultiChoice)'s replyOfficial
12 Sept 2020, 21:35Hi Mojaki,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
The query has been escalated to our higher technical to investigate as to how the services were activated. At the moment we’re unable to confirm if the services were activated on Self-services.
Feedback will be communicated as soon as we receive it.
Kind regards,
DStv: Hello Peter Team
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
The query has been escalated to our higher technical to investigate as to how the services were activated. At the moment we’re unable to confirm if the services were activated on Self-services.
Feedback will be communicated as soon as we receive it.
Kind regards,
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply12 Sept 2020, 21:35
Official
Hi Mojaki,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
The query has been escalated to our higher technical to investigate as to how the services were activated. At the moment we’re unable to confirm if the services were activated on Self-services.
Feedback will be communicated as soon as we receive it.
Kind regards,
DStv: Hello Peter Team
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
The query has been escalated to our higher technical to investigate as to how the services were activated. At the moment we’re unable to confirm if the services were activated on Self-services.
Feedback will be communicated as soon as we receive it.
Kind regards,
DStv: Hello Peter Team
Best regards,
MM
Mojaki M's updateReviewer Update
12 Sept 2020, 21:41The posture I am getting from yiur Twitter proplr us I have to pay. Pleade refer to response below:
@MojakiMahura We have disconnected the decoder that was activated on self services . only smartcard *** and smartcard *** are active and linked as Xtraview . amount of R 1168.87
is due because of the arrears of R 369.87 due to the DStv Premium package that was activated on self services on the 29-08-2020 to 11-09-2020.
We have escalated to our our self services team to investigate , we will provide feedback once available .
~BPM
I would really like to see proof from your side. When was the confirmation SMS that I have activated another premium subscription when I'm already on premium and planning to cancel it? That's plain bullying and **********. To whst extent do uou ad a company moniyor activity on the Dstv self-service platform? The attitude displayed by your company is: just shut up and pay?
@MojakiMahura We have disconnected the decoder that was activated on self services . only smartcard *** and smartcard *** are active and linked as Xtraview . amount of R 1168.87
is due because of the arrears of R 369.87 due to the DStv Premium package that was activated on self services on the 29-08-2020 to 11-09-2020.
We have escalated to our our self services team to investigate , we will provide feedback once available .
~BPM
I would really like to see proof from your side. When was the confirmation SMS that I have activated another premium subscription when I'm already on premium and planning to cancel it? That's plain bullying and **********. To whst extent do uou ad a company moniyor activity on the Dstv self-service platform? The attitude displayed by your company is: just shut up and pay?
MM
Mojaki M's update12 Sept 2020, 21:41
Reviewer Update
The posture I am getting from yiur Twitter proplr us I have to pay. Pleade refer to response below:
@MojakiMahura We have disconnected the decoder that was activated on self services . only smartcard *** and smartcard *** are active and linked as Xtraview . amount of R 1168.87
is due because of the arrears of R 369.87 due to the DStv Premium package that was activated on self services on the 29-08-2020 to 11-09-2020.
We have escalated to our our self services team to investigate , we will provide feedback once available .
~BPM
I would really like to see proof from your side. When was the confirmation SMS that I have activated another premium subscription when I'm already on premium and planning to cancel it? That's plain bullying and **********. To whst extent do uou ad a company moniyor activity on the Dstv self-service platform? The attitude displayed by your company is: just shut up and pay?
@MojakiMahura We have disconnected the decoder that was activated on self services . only smartcard *** and smartcard *** are active and linked as Xtraview . amount of R 1168.87
is due because of the arrears of R 369.87 due to the DStv Premium package that was activated on self services on the 29-08-2020 to 11-09-2020.
We have escalated to our our self services team to investigate , we will provide feedback once available .
~BPM
I would really like to see proof from your side. When was the confirmation SMS that I have activated another premium subscription when I'm already on premium and planning to cancel it? That's plain bullying and **********. To whst extent do uou ad a company moniyor activity on the Dstv self-service platform? The attitude displayed by your company is: just shut up and pay?
MM
Mojaki M's updateReviewer Update
13 Sept 2020, 11:57Good Day
Until yesterday there were 3 active premium subscription services on my profile. Today I see that 2 are still there. I have phoned in to request the cancellation of one of those since I only have 1 premium subscription. The call centre agent says she ca only see one from her side and therefore she can't help deactivate the other. Please explain how this is happening? 2 active subscription premium services? How come your consultants are not able to deactivate the service?
Until yesterday there were 3 active premium subscription services on my profile. Today I see that 2 are still there. I have phoned in to request the cancellation of one of those since I only have 1 premium subscription. The call centre agent says she ca only see one from her side and therefore she can't help deactivate the other. Please explain how this is happening? 2 active subscription premium services? How come your consultants are not able to deactivate the service?
MM
Mojaki M's update13 Sept 2020, 11:57
Reviewer Update
Good Day
Until yesterday there were 3 active premium subscription services on my profile. Today I see that 2 are still there. I have phoned in to request the cancellation of one of those since I only have 1 premium subscription. The call centre agent says she ca only see one from her side and therefore she can't help deactivate the other. Please explain how this is happening? 2 active subscription premium services? How come your consultants are not able to deactivate the service?
Until yesterday there were 3 active premium subscription services on my profile. Today I see that 2 are still there. I have phoned in to request the cancellation of one of those since I only have 1 premium subscription. The call centre agent says she ca only see one from her side and therefore she can't help deactivate the other. Please explain how this is happening? 2 active subscription premium services? How come your consultants are not able to deactivate the service?
MM
Mojaki M's updateReviewer Update
13 Sept 2020, 13:50image.png 509.7 KB
MM
Mojaki M's update13 Sept 2020, 13:50
Reviewer Update
image.png 509.7 KB
MM
Mojaki M's updateReviewer Update
14 Sept 2020, 21:34I am still waiting for the correction of the subscription fee?
MM
Mojaki M's update14 Sept 2020, 21:34
Reviewer Update
I am still waiting for the correction of the subscription fee?