Failure to Resolve Payment Allocation - cancel subscription

I paid my DStv subscription well before the payment due date. Despite payment having been made on time, MultiChoice failed to correctly reconcile and allocate the payment to my account, resulting in my DStv service being disconnected.

Following the disconnection, I sent several follow-up emails together with proof of payment, expecting that this would be sufficient for MultiChoice to investigate and correct the matter promptly. Unfortunately, despite my repeated attempts to resolve the issue, I received no meaningful assistance.

I subsequently contacted the call centre and was referred by a consultant to a WhatsApp number, which was also unable to resolve the matter.

Approximately two weeks ago, I spoke to Donald, a team leader, who undertook to investigate the matter and provide me with feedback. Today is 25 August 2026, and I have still received no feedback or resolution.

This experience has been extremely disappointing. As a paying customer who fulfilled my payment obligation on time, I should not have had my service interrupted because MultiChoice was unable to reconcile a payment already received. More concerning is the amount of time and effort I have subsequently had to spend trying to correct an issue that was not caused by me.

The repeated referrals, lack of ownership and promises of feedback that do not materialise create the unfortunate impression that MultiChoice is simply not committed to its customers or to resolving legitimate customer complaints. I would appreciate a substantive response and resolution rather than another referral or promise of feedback. I trust that MultiChoice will now take ownership of this complaint and resolve it without further delay.