TM
Trevor M
1 reviews | Active since Jun 2018
19 Jun 2018, 13:08
DSTV FRUSTRATION
Friday 15 June 2018- 11:12 am - I get a call from Multichoice explaining my account is in arrears and do I want to make an arrangement- We agree that I will pay R500 extra per month from end June 2018 by way of debit order until the arrears are liquidated.
Monday 18 June 2018- approx 14:00 - My DSTV is switched off due to my account been in arrears.
Monday 18 June 2018- 18:30 - I call DSTV - they can find no trace that anybody called me on the previous Friday- apparently it was not recorded on their system- It 'might' be according to the call center agent that it was an external company who handles their billing who called me - ********** - they apparently have the authority to accept arrangements.
Anyway- I am told (Monday evening) after 30 minutes on line that they will escalate and I will receive a sms confirming the arrangement.
Tuesday- 19 June-12:00- I call again- New call center agent answers. He is of the opinion that I will not get any sms from them confirming anything and that I was give incorrect information and that all I can do is pay 80% of the outstanding and then they will put it on.
Surely someone can get hold of this external company doing the collections and confirm the arrangement with them. Nobody can give me their number or details.
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
19 Jun 2018, 14:32Dear Trevor Musgrove,
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply19 Jun 2018, 14:32
Official
Dear Trevor Musgrove,
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
19 Jun 2018, 15:38Dear Trevor Musgrove,
Please accept our sincerest apologies for the inconvenience you have experienced and the level of service you experienced in this regard.
Your concern is currently being investigated by the relevant department for urgent resolution.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards,
Edward
DStv Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply19 Jun 2018, 15:38
Official
Dear Trevor Musgrove,
Please accept our sincerest apologies for the inconvenience you have experienced and the level of service you experienced in this regard.
Your concern is currently being investigated by the relevant department for urgent resolution.
Feedback will be provided by written or telephonic correspondence as soon as more information becomes available.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards,
Edward
DStv Hello Peter Team
Best regards,
TM
Trevor M's updateReviewer Update
20 Jun 2018, 13:37Good day Edward,
Thank you for acknowledging the email- still waiting though for someone to actually contact me.
Anyway- I contacted DSTV again last night (18:30) in the hope of trying to talk to the lady who helped me on Monday evening and mentioned that I would receive a confirmation sms re my payment arrangement- I was told that I could not be put through to her and that I must deal with whoever answers the call. This new agent then told me that it will take 48 hours before I will receive my this sms which means maybe Wednesday/Thursday--but anyhow he is convinced it will be declined and that I must just pay the 80% as told to me by the previous agent that afternoon.
Wednesday-08:00 I receive a call from an agent inquiring whether I want to go onto price lock- again- I had no problem before and I have requested a few times to continue the price lock for another two years- so I mention to her that I am happy to go back on- She starts the process and then states that she cannot continue due to the dispute and arrears and once I pay the account in full I can join, I must call her when I have done so and she will then sign me up.
Wednesday morning- 09:41 - I call Customer Service again as I need to understand the arrears on my account as it has varied between R1500 and R2400- The agent promises to email me the statement right away- Still waiting- She mentioned that I must pay R2400 to get it switched back on- and once I have done this they will credit my account with R800 credit that I apparently have on my previous price lock. I asked her to clarify, I must pay R2400 but in fact due to the credit I only owe R1600--- Very confusing- but actually confirms what the mystery agent (Friday 15 June) told me- R1523 arrears and which can be paid over three months starting end June 2018. Somehow this mystery agent that no-one knows about knew what was happening on my account.
Please help- still no call, sms or email with statement.
This is just my luck that all this is happening whilst the greatest sporting event (World cup soccer) is on DSTV and while I am taking part in 15 different SUPERBRU pools.
TM
Trevor M's update20 Jun 2018, 13:37
Reviewer Update
Good day Edward,
Thank you for acknowledging the email- still waiting though for someone to actually contact me.
Anyway- I contacted DSTV again last night (18:30) in the hope of trying to talk to the lady who helped me on Monday evening and mentioned that I would receive a confirmation sms re my payment arrangement- I was told that I could not be put through to her and that I must deal with whoever answers the call. This new agent then told me that it will take 48 hours before I will receive my this sms which means maybe Wednesday/Thursday--but anyhow he is convinced it will be declined and that I must just pay the 80% as told to me by the previous agent that afternoon.
Wednesday-08:00 I receive a call from an agent inquiring whether I want to go onto price lock- again- I had no problem before and I have requested a few times to continue the price lock for another two years- so I mention to her that I am happy to go back on- She starts the process and then states that she cannot continue due to the dispute and arrears and once I pay the account in full I can join, I must call her when I have done so and she will then sign me up.
Wednesday morning- 09:41 - I call Customer Service again as I need to understand the arrears on my account as it has varied between R1500 and R2400- The agent promises to email me the statement right away- Still waiting- She mentioned that I must pay R2400 to get it switched back on- and once I have done this they will credit my account with R800 credit that I apparently have on my previous price lock. I asked her to clarify, I must pay R2400 but in fact due to the credit I only owe R1600--- Very confusing- but actually confirms what the mystery agent (Friday 15 June) told me- R1523 arrears and which can be paid over three months starting end June 2018. Somehow this mystery agent that no-one knows about knew what was happening on my account.
Please help- still no call, sms or email with statement.
This is just my luck that all this is happening whilst the greatest sporting event (World cup soccer) is on DSTV and while I am taking part in 15 different SUPERBRU pools.