DSTV not willing to adhere to the Consumer protection act

<p>Shoddy Customer Service</p> <p>On the 27th June 2017 my mother was contacted by On Air TV who misrepresented themselves and led her to believe they were part of multichoice.</p> <p>They informed her that her decoder was outdated and that if she had a problem with her decoder it would not be covered as it is already old and proposed a new deal where I would pay R99 a month for an explora 2 and that my current subscription to multichoice will not change, she would only pay R99 extra.</p> <p>They knew her name, ID number, they had her banking details and and her current subscription premium to multichoice.</p> <p> </p> <p>The only place they could have got these details was from Multichoice directly!</p> <p>She then requested them to call her later and in the meantime she contacted Multichoice to verify if they knew this service provider and whether they were on the drive to assist their clients to change to the explora 2. The consultant who assisted her confirmed that yes that activity was in progress.</p> <p>- The service provider installed the dish and one Explora 2 decoder at my mothers house on the 1st July 2017.</p> <p>- and the second one was faulty and she then called On Air to lodge her complaint on the 3rd of July 2017.</p> <p>- The refurbished unit that you sent through was faulty and she reported the matter to Multichoice on the 3rd July</p> <p>- She has since contacted OnAir more than 10 times to date and she has to date not received any quality response to date</p> <p>- The viewing of the second channel is now affected and yet I am paying multichoice a monthly fee for that.</p> <p>- She is now stuck with a decoder that is not working</p> <p>- She would to cancel the contract and she wants her old decoder back and Will then purchase the unit from the other stores and they are not assisting her.</p> <p>- Now she is unable not able two connect to two channels at the same time because of this problem and these people are pushing me from pillar to post and my problem is not getting resolved.</p> <p> </p> <p>So, I need Multichoice to answer these questions and resolve this matter because they gave them my details, otherwise how would they have known that I am still using the old decoder:-</p> <p>1.) Her details are supposed to be protected under the Consumer Protection act</p> <p>2.) Her details are supposed to be protected under the protection of personal information act</p> <p>3.) This is a breach of her confidentiality with your company, you are in breach of the NCA regulations.</p> <p>4.) The fact that there are many other complaints on Hello Peter about them doing the exact same thing to other Subscribers for over a year. However, you continue to use them as a service provider and continually deny passing confidential information over to them.</p> <p>5.) She has called Multichoice about a week ago and she was told that you were not linked to this company and yet your consultant could pick up from your system on which dates I have been complaining and those were the dates she has been in touch with this On Air, how is that possible if you are not linked to this company. </p> <p>6.) She has been a loyal subscriber for over 10 years since i was 7 years old in fact and her account has never been in arrears. Please advise how you intend fixing this mess.</p> <p>7.) She no longer interested in the dealing with these people and I do not want this unit and you should intervene because you gave them my details without my consent. You are therefore in breach of the NCA regulations.</p> <p>8.) She was contacted by a consultant from On Air TV this morning after she has exposed them for *********** leadesrship and shoddy customer service.</p> <p>9.) Romona has informed me that contrary to what multichoice stated that when she called your office last week, On Air TV is a third party that is contracted by Multichoice to contact customers who are still using the old PVR’s with the proposal to install these new units.</p> <p>10. However Multichoice does not even have the courtesy to assist its customers when there are problems and they have the audacity to lie to their customers and pretend that they are not connected to these people.</p> <p> </p> <p>They are even telling her that she will be charged a cancellation fee for a service she is not receiving and they are in blatant ocnflict and breach of the Consumper Protection act.</p> <p> </p> <p>I will to my greatest ability share this on all social media platforms and to any media house which is willing to assit my mother in her fight with these ******* who do not understand the concept of brand identity.</p> <p> </p> <p>Regards</p> <p>Sibusiso Malinga</p>