DSTV Price Lock and Residential Account

Good Day

We previously had a DSTV Price Lock which then ended on 29 September 2017 according to a sms that we received. The sms received said that the payment that will due on the 27 October 2017 will be an amount of R815-73. The account has a debit order, so the subscription for October was deducted.

During the month of October (19 October 2017) while trying to watch something on DSTV Catch-Up a message came up that the service was not active. We then proceeded to contact the call centre where the operator told us that the money that was deducted went into the Price Lock account, however as the Price Lock contract had expired we are now on a normal DSTV Premium subscription so they would have to do a transfer from the one account to the next. The operator then did that and our service was activated again. Then a few days later (23 October 2017) the same thing happened where we were unable to watch something that we recorded as the service was not active, we again contacted the call centre and they proceed to assist us and the person told us the same thing that they can see the money is lying in the one account and needs to be moved into the other account for the service to be active (which can be seen on the October and November statements how funds were transferred from one account to the next), which the operator did once again and asked whether we would like to take a Price Lock again and we said yes they can contact us, however at a stipulated time as we both work shifts and are not able to answer calls while at work. I gave them my number as well as an alternative should they not be able to get hold of my partner as the account is in her name.

We then received a sms on the 24 October 2017 stating that they will deduct an amount of R1100-89 of the 27 October 2017. Then 27 October 2017 we received a sms stating that our account has been suspended due to non-payment. We then proceeded to the the walk-in-centre where we thought they would be able to assist us, however were told that they can see on the system the amount of times that we have made contact with them. The person there told us that they can see that a payment did go off however it is lying in the wrong account. He then proceeded to sort the issue out again and put a request on the account again that we be contacted for a new Price Lock. He made notes on the account that we be contacted and that the account be sorted out as there was a credit on the account as well so how can the account be suspended. This to and fro calling happened on various occasions until eventually on 13 November 2017 we received a sms saying that the application for the DSTV Explora has been approved. We then received a sms again on the 22 November 2017 saying that the payment plan has been approved and the order will be dispatched in the next 2 - 4 days. The 23 November 2017 the sms came through saying that the order has been dispatched. The order arrived on the 26 November 2017 and we received a sms stating that the services on the smartcard have been successfully activated.

Which we then accepted as being on the Price Lock (New Subscription), when we called to activate that smart card that came with the new DSTV Explora we were informed that we needed to pay an amount of R1936-00 as we have two (2) accounts, a Price Lock and a Premium Subscription. When we queried this amount we were told yes even they you have taken a Price Lock you still need to cancel your Premium subscription out of your own which we then asked them to do. When we called again today 28 December 2017 to query why they tried to deduct R2803-59 we were told that it is because we have two (2) accounts active, however they can see on the system that a cancellation for the Premium Account was requested and that there is a credit on the account.

How can you explain that after 3 months and numerous calls to a call centre no-one is able to solve a simple issue as cancel a Premium subscription, activate a Price Lock and make sure that the debit order that goes off that money goes to the Price Lock account and not the Premium account? Then you get told yes you also have a credit on your account but your account is in arrears you please need to pay or your subscription will be suspended.

Then secondly if I look at the statements for September, October and November I see the following: for September we had to pay an amount of R700-00, for October there is an amount of -R653-34 and for November an amount of -R97-35. So how can they deduct R764-00 for September, R1100-89 for October and R841-15 for November but statements show that for September they should have taken R700-00, for October the statement says minus R653-34 and for November minus R97-35, then also say that there is a credit on the account but we owe them money.

Very poor service from DSTV as every call was answered by we are not sure what is happening with the account we will forward it to the accounts people, who still have not sent an email or made any contact with us. Then after the call today 28 December 2017 to once again try and cancel the Premium subscription get told please pay the R998-00 that is due, however once this payment has been made you will need to call DSTV again and ask then to transfer the money to the Price Lock account.

I mean come one DSTV, it is rocket science to solve an account issue? What do we need to do as every call gets answered with WE ARE NOT SURE WHAT IS HAPPENING WITH YOUR ACCOUNT, WE WILL MAKE A NOTE AND ASK SOMEONE TO CONTACT YOU. We signed up for the 24 months you are getting your money, but NO-ONE can assist us.