DSTV horrible customer service

Formal Complaint – Incorrect Charges, Service Disconnection and Poor Customer Service

I am writing to formally raise a complaint regarding the unacceptable service, incorrect billing, and poor customer experience I have recently encountered. My DStv service was recently disconnected despite the fact that I paid for my subscription. When I contacted your call centre, I spoke to an agent named Sifiso, who informed me that my DStv service would not be reconnected until I paid for a WiFi service. The manner in which this was communicated was extremely rude and unhelpful. I explained clearly that two men came to my home claiming to be from DStv and collected the WiFi device. They provided me with a number and instructed me to call DStv to confirm that the WiFi had been collected. I immediately contacted DStv and spoke to a consultant who confirmed that the matter had been updated on the system and that moving forward I would only be billed for the DStv subscription. However, to my surprise, DStv deducted an amount again in February for the WiFi service that had already been collected. As a result, I reversed the WiFi charge and paid only for the DStv subscription. Shortly thereafter, my DStv service was disconnected and I was told that it would not be restored until the WiFi charge was paid. This is completely unreasonable as I had already followed the instructions given to me and returned the device. When I requested to speak to a manager due to the seriousness of the matter, I was placed on hold and the call was ultimately dropped, which further added to the poor service experience. I have been a loyal DStv customer for many years and have consistently paid my account on time. It is unacceptable that despite this, my service has been disconnected and I am being forced to account for equipment that was already collected from my home. It is not my responsibility as a customer to track or verify the actions of DStv representatives or couriers who collected the WiFi device. That responsibility lies entirely with DStv. From my side, I followed the instructions provided and immediately reported the collection to your call centre. If the individuals who collected the WiFi were not legitimate DStv representatives, then that raises serious concerns about customer security and internal processes, which DStv should urgently investigate. Given that all calls are recorded, I request that my call recordings and account history be reviewed as evidence of the communication that took place. I therefore request the following: Immediate restoration of my DStv service. Removal of any incorrect WiFi charges from my account. A full investigation into the collection of the WiFi device and the handling of my complaint. Should this matter not be resolved urgently, I will have no choice but to request a full refund of the February charges and proceed with the termination of my DStv contract. I will also consider escalating the matter further through the appropriate consumer protection channels, as the treatment I have received is unacceptable. I expect this matter to be treated with urgency and resolved without further inconvenience.