1 reviews | Active since Oct 2012
DSTV Horrible Holiday account mess-up continues
<p>And yet another HP DSTV ranting. I have spent more than 6 months trying to solve my query. Communicated with dozens and dozens of Agents (which of course is part of the problem) – EVERY single one of them with a different answer and version of how the DSTV Holiday account “system” works. But try to have a sustained rational communication with ONE of them – Impossible, different person every time that of course don’t care about the history of the case at all. They have made more than 3 manual correction attempts, but still it is WRONG.</p> <p>And I have drawn detailed pictures, even reconciliation tables, all to no avail.</p> <p>Some say the holiday balance is in DAYS, some say it is still in RANDS, some say the holiday balance is in RANDS and you can calculate the equivalent nr of DAYS left from that and also vice versa.</p> <p>Others say that once your holiday account is switched on, you are debited (RANDS) for a full month fee and you get a separate 30 DAYS balance that is used up pro-rata every time you connect, one day at a time.</p> <p> IF ONLY THEY CAN AGREE!</p> <p>Strange that your Holiday Account is the ONLY account that does not reflect on the DSTV Online Self-help Balance screen. Only your MAIN and BOX OFFICE accounts show?? I Wonder why, and I’ll tell you why, because the DSTV system is fundamentally broken and ******* and busy cheating people out of their viewing days/money.</p> <p>I don’t know what to do anymore !??</p> <p> </p>
Dear Wynand
We acknowledge receiving your enquiry. We will look into it and provide feedback as soon as possible.
Regards
Multichoice Team
Dear Wynand
We acknowledge receiving your enquiry. We will look into it and provide feedback as soon as possible.
Regards
Multichoice Team
Dear WDA Victor
We apologies for the inconvenience caused. Upon checking your account we confirm that your holiday account was credited with the days as per your conversation with one of our agents. Your holiday account reflects a credit amount of R812.97. Should you require any further assistance please feel free to contact us.
Regards
Nesta
Dear WDA Victor
We apologies for the inconvenience caused. Upon checking your account we confirm that your holiday account was credited with the days as per your conversation with one of our agents. Your holiday account reflects a credit amount of R812.97. Should you require any further assistance please feel free to contact us.
Regards
Nesta
Thank you for finally sorting out the query.
** You will really need to make sure there is better consistency amongst your Agents on these terminology and
interpretational issues.
IN CONFIRMATION WITH REGARDS TO THE *HOLIDAY ACCOUNT* :
- Your Holiday account cannot be directly credited by the client.
- Funds needs to be paid into the Main account and from there it can be transferred to the holiday account
either via a Call Centre Agent or the client via the online Self-help transfer functionality.
- Once the holiday account has a large enough credit balance available, a full month's subscription for the required
service can be loaded which will "open" a 30 day "prepaid" balance on the holiday account.
It is THIS balance that will deplete, one day at a time, as the holiday decoder is active.
- Clients should keep a simple personal record of this DAYS balance along with the connection periods on their
holiday accounts (decoders). Same is to be compared with the Call centre DAYS balance, preferably once every
month. There is currently no other way to confirm the DAYS balance, other than via the Call Centre.
- It is important to note that the DAYS balance and the RAND balance on your holiday account is two separate
balances. Your daily viewing usage needs DAYS, of which you can only buy 30 at a time until finished.
This 30 days credit is paid via a positive RANDS balance on the holiday account which was transferred from the
MAIN account.
- Holiday Account disconnections should be done ONLINE preferably as there are currently issues with
regards to phoning the call centre for this. (Still works, but prone to human error and delays, which result in
queries and correction complications...)
- Corrections on your DAYS balance, if required, can only be done in RANDS via a manual Journal entry by MC
since your DAYS balance cannot be altered directly, even by MC.
Only a full active day on the relevant holiday decoder will REDUCE its DAYS balance, and as stated previously,
only a full subscription charge on the holiday account will INCREASE the DAYS balance 30 days at a time.
* Please inform me should there be any further interpretational errors in the above statements.
Kind Regards
WV
Thank you for finally sorting out the query.
** You will really need to make sure there is better consistency amongst your Agents on these terminology and
interpretational issues.
IN CONFIRMATION WITH REGARDS TO THE *HOLIDAY ACCOUNT* :
- Your Holiday account cannot be directly credited by the client.
- Funds needs to be paid into the Main account and from there it can be transferred to the holiday account
either via a Call Centre Agent or the client via the online Self-help transfer functionality.
- Once the holiday account has a large enough credit balance available, a full month's subscription for the required
service can be loaded which will "open" a 30 day "prepaid" balance on the holiday account.
It is THIS balance that will deplete, one day at a time, as the holiday decoder is active.
- Clients should keep a simple personal record of this DAYS balance along with the connection periods on their
holiday accounts (decoders). Same is to be compared with the Call centre DAYS balance, preferably once every
month. There is currently no other way to confirm the DAYS balance, other than via the Call Centre.
- It is important to note that the DAYS balance and the RAND balance on your holiday account is two separate
balances. Your daily viewing usage needs DAYS, of which you can only buy 30 at a time until finished.
This 30 days credit is paid via a positive RANDS balance on the holiday account which was transferred from the
MAIN account.
- Holiday Account disconnections should be done ONLINE preferably as there are currently issues with
regards to phoning the call centre for this. (Still works, but prone to human error and delays, which result in
queries and correction complications...)
- Corrections on your DAYS balance, if required, can only be done in RANDS via a manual Journal entry by MC
since your DAYS balance cannot be altered directly, even by MC.
Only a full active day on the relevant holiday decoder will REDUCE its DAYS balance, and as stated previously,
only a full subscription charge on the holiday account will INCREASE the DAYS balance 30 days at a time.
* Please inform me should there be any further interpretational errors in the above statements.
Kind Regards
WV
Dear Mr WDA Victor
As we continually strive to improve our service, we at MultiChoice appreciate feedback be it positive or negative. Feedback such as yours is extremely important and valuable to us, please be advised that we ‘ve escalated your concerns to Senior Management in the contact centre for future reference.
Regards
Nesta
Regards
Nesta
Dear Mr WDA Victor
As we continually strive to improve our service, we at MultiChoice appreciate feedback be it positive or negative. Feedback such as yours is extremely important and valuable to us, please be advised that we ‘ve escalated your concerns to Senior Management in the contact centre for future reference.
Regards
Nesta
Regards
Nesta