DSTV TAKING AND NOT REFUNDING MY MONEY AFTER I CANCELLED MY DSTV

ENQUIRY REFERENCE NUMBER : ***8

I cancelled my DSTV in late March this year; it was still deducted for April and I have been fighting with them to get a refund. Everything theyve said has never happened.

So this was the process of what has transpired: (1) I cancelled my DSTV online in March. (2) I called DSTV (the same day) to make ABSOLUTELY sure it was cancelled (and it was). (3) Note I had to wait over HALF AN HOUR to speak to someone - ridiculous. (4) I emailed politely (4 April) to get a refund for DSTV deducting the money. AND to 'remind' them to terminate my DSTV as it was still working/on. (5) DSTV called me (I think that or the following day) and said that even though Id "had DSTV for 4 days", they wouldnt charge me for that. Unreal. As if its a favour not to charge me for a mistake DSTV made. Thats not my problem. CHEEKY. (6) Then it was disconnected (that part is easy for them!). (7) I got an email from DSTV (6 April) and I was told my refund was "still being approved", that it would be "3-5 days". (8) I still did not receive the refund. (9) I emailed YET again (21 April; and note that I waited more than 5 working days due to the public holidays) to say I hadnt received a refund. (10) I received response from DSTV (22 April) and was told it "hadnt been captured on the system" (WHAT? After I cancelled online AND called to MAKE SURE - in MARCH, and then STILL sent emails after that? And of course, another "3-5 days". MORE IMPORTANTLY - it OBVIOUSLY HAD been captured on the system because my DSTV HAD BEEN disconnect. You cannot have 1 without the other. (8) I emailed to complain about the SHOCKING service (25 April). (9) received reply from DSTV (26 April) - (I wont mention his name as he was only 1 of several people who was dealing with this) - the email said the following things (and I "quote"): - "services are off" (what is that meant to mean to me?? And have they been 'off' since March?). - "we called you but no-one picked up" (I had specifically said in an email to email me only, no phone calls, as Im not always available, but of course this guy didnt read it. AND he could have left a message. AND what help does a call make - JUST FIX THE PROBLEM - dont call me to talk about it!). - DSTV has "requested the refund to be approved" (WHAT? - it was awaiting approval on 6 April!? DSTV made a mistake - how much of an approval can they need to give me my money back?) - and "Once ytiy recive the funds in your account, please write us an email to inform us to remove your banking details.".

My last contact was sending an email yesterday (27 April) scathing them for this terrible service. The most shocking thing was that this guy said I must email them to inform them to remove my banking details. SERIOUSLY? I must call THEM to tell THEM what to do on THIER system after I cancelled my DSTV? They should be able to remove whatever information they need to - on THIER OWN system - all by themselves. But no, I must request this. Not a chance. I cancelled my DSTV in March and that is ALL THAT I SHOULD HAVE HAD TO DO. Thats IT, thats ALL! No reminding them to cut off my DSTV, no emailing to get a refund (several times), and no emailing after the fact, to tell them what to do my my details on THIER SYSTEM. Just NO!!! I am appalled that someone at DSTV could actually say that to a customer.... its a joke.

Of course each time you call or email you get through to a different person (so there are many people who are at fault, and the system, apparently).

I know very few people who have kept DSTV since Showmax, Netflix etc are around. I have had DSTV for many many years. Paid them for many many years. And now that I have cancelled, and want just ONE MONTH's deduction refunded to me, it takes a MONTH to do it. They shouldnt have taken it off in the first place! All Im asking them is to FIX THEIR MISTAKE. Thats all.

Today is the 28th of April and the refund was meant to be 3-5 working days from 6 April. In fact, from the 4th, when I first had contact with them about this.

I *WAS* going to reconnect it as soon as possible. I was retrenched and just cannot afford to keep DSTV anymore. I was pained to give it up. DSTV doesnt care. And theyre certainly not professional or proficient. People (like myself) are STRESSED and BUSY - we do not have time to waste, trying to tell you over and over again to fix a mistake YOU made! Just fix it!

(last) ENQUIRY REFERENCE NUMBER : ***8