DSTV PRICE LOCK IS A ****

I signed up for 24 months DSTV Price lock in October 2021 where I have been paying R548 for the past 17 months till 25 March 2023. Now DSTV/Multichoice says due to the annual price increase I’m going to pay R730 effective 25 April 2023. I asked them why a sudden change in the billing when my DSTV Price lock contract is only ending October 2023.

I signed up for this price lock because the sales agent said I am not going to be affected by the annual price increase for 2 years, I will be paying the same amount until the contract ends - I was happy with that. Last Year April I was not affected by the annual price increase. Why am I being affected by the increase this year 2023?

I have contacted the DSTV call centre none of their agents was able to assist. I also escalated my problem to DSTV Streaming Live Chat, dealt with several agents that were also unable to assist me. On the 26th of March, there was only 1 helpful agent by the name of Hillary who tried and escalated my query to the billing department (Ticket Ref: INC-***) and confirmed that I’m on DPP for 24 months. Hillary said that she has escalated to their team to load a discount and correct my billing accordingly. She then said the turnaround time 24 hours, I should just monitor my balance on the DSTV app.

After 120 hours, I checked the app, still my balance/billing hasn’t been changed. I did a follow up with an agent Rethabile and she said that she is not getting any feedback from the Billing department. I contacted DSTV again on the 3rd of April, dealt with an agent Lerato who was unable to assist and told me that their billing department says my billing of R730 is correct. I must note that that the price adjustment is for all customers as their prices increased on the 1st of April 2023. I then said there is no way I can be affected as I have signed up for the 24 months price lock.

If DSTV is unable to correct the billing and discount it to the initial R548 that I signed up for and have been paying for the past 17 months, can they just cancel my DSTV subscription. I cannot deal with a company that is *********** people and *********. This is against the Consumer Protection Act. You are not permitted to provide false, deceptive, or misleading representations regarding services and products