DSTV Holiday mode ****

The following was sent to DSTV a month ago and they are still not able to provide me with an answer. Due to poor customer service I was double charged for the holiday mode service that never worked while i was on holiday.

To whom it may concern,

In October 2017 I saw your commercials on television advertising Holiday Mode. And that when enabled your viewing on your home decoder will be disabled and the service will then switch to the other decoder. All of this could be done without calling your call centre and by using the self service option on your mobile. On the weekend of the 27th of October I was away with my family and attempted to make use of this service.

I was unsuccessful in enabling this service via my mobile and was forced to call your call centre for assistance. The person I spoke with tried to enable it but on my end the error on my screen stated “Looking for primary decoder”. I explained to the agent that I have extra view at home and that could maybe be why I’m seeing this error. After allot of trial and error she gave up and said that she was escalating it for further assistance and should check again.

When I checked again after a couple of hours the issue was still persisting. I called in again the next day because the whole purpose of getting this to work was so that I could watch the football on Saturday afternoon. The person I spoke to also tried to activate it but could not get it to work. When I checked with the person looking after my house he confirmed that my service was still running at home.

Because I was only on a short weekend holiday I gave up because I was wasting time on the phone with your support and had more important things to do and left it like that.

At the end of December I received a double charge which was debited from my bank account. When I called in to enquire your first support agent said she would listen to the call and get back to me and never did. And I believe that when I was on holiday one of your agents also promised to call me back and never did.

I called again a couple of days later and this agent said she will put me on hold while listening to the call. She then came back to me and said that the charge will stand because when I called in I only asked for Holiday Mode to be enabled and did not use the word switch and I was therefore charged daily rate for the entire month for using this service and its my fault and I must just pay.

This made me very angry because I was not informed at any point that I will be charged a daily rate for making use of this service by any of your staff. And to be charged for a service that never worked is another kick in the chops. Your staff was not able to resolve my issue and at no point did anyone get back to me to find out if my issue is resolved and if I’m a satisfied customer. I gave up and I got the feeling that your staff was all too happy that I didn’t call back to bother them again.

The double charge on my account feels like I was ****** and you are making it my fault because I used the wrong words when I called in. I also don’t recall the TV add mentioning anything about being charged otherwise I would of made a concerted effort to ensure that this service was not still running in case you try to ***** me like you just did. When calling your call centre the IVR is promptly reminds you that all calls are recorded to cover your ass but your agents don’t take the time to double check with their customers to see if they are aware of any extra costs that could be incurred.

I would like this charge either reversed or used to pay this months subscription. If not I’m taking this further and will close my account and will not stop until I get refunded.

Regards,

Carl February