KO
Kayleigh O
1 reviews | Active since Jun 2015
04 Sept 2018, 09:36
FED UP
I am absolutely fed up with DSTV !! The call center can NEVER assist. My price lock ended at the end of July and I went onto a normal subscription. They called me to activate the debit order which I authorized for the END OF SEPTEMBER and said I would pay cash for August, only to see now they have tried to debit my account - costing ME R100 in banking fees as I hadn't moved my money to that account. My biggest issue is that when I called to question this, they admitted to saying I agreed for the debit order end of September but say they cant help me when I said I will pay R100 less for this months subscription. WHY MUST I CARRY THE COST OF THEIR MISTAKE?? I would of just let it be if this was the 1st time, but this has happened multiple times when I was on price lock and paying cash - I would pay cash - they wouldn't allocate my payment and then try debit me again. Their mistakes/ lack of competence has cost me now over R500!! Not fair to the customer at all!!
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
04 Sept 2018, 10:16Dear Kayleigh,
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply04 Sept 2018, 10:16
Official
Dear Kayleigh,
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
04 Sept 2018, 14:16Dear Kayleigh,
The method of payment on the account is either cash or debit order. This is reason why after two consecutive unsuccessful debits the account status changes to cash payment. On Price Lock as per price lock agreement the method of payment is supposed to be debit order.
However, we cannot schedule a debit order to run on a different month if the payment method is via debit order. The system as programmed will naturally run the debit order on the payment date. If the debit is unsuccessful then the subscription needs to be paid manually by cash.
Unfortunately, we cannot be held liable for an unpaid debit order when the method of payment is debit order on the account.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards
Edward.
DStv Hello Peter Team.
Best regards,
DStv (MultiChoice)'s reply04 Sept 2018, 14:16
Official
Dear Kayleigh,
The method of payment on the account is either cash or debit order. This is reason why after two consecutive unsuccessful debits the account status changes to cash payment. On Price Lock as per price lock agreement the method of payment is supposed to be debit order.
However, we cannot schedule a debit order to run on a different month if the payment method is via debit order. The system as programmed will naturally run the debit order on the payment date. If the debit is unsuccessful then the subscription needs to be paid manually by cash.
Unfortunately, we cannot be held liable for an unpaid debit order when the method of payment is debit order on the account.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards
Edward.
DStv Hello Peter Team.
Best regards,
KO
Kayleigh O's updateReviewer Update
04 Sept 2018, 14:29Thank you for your response – HOWEVER the payment method was not under debit order – it was set to be on debit order from END SEPTEMBER as I stated clearly with your consultant when they called at the beginning of August.
I am no longer on price lock so it was not on debit order, it was on the payment method of cash.
Please go look on my profile and see which lady from the debit order department called me and listen to the call (if its recorded) or the transcript of what she captured and you will see I stipulated END OF SEPTEMBER. – Why must I now be liable for the return from the bank when they couldn’t follow my simple instruction??
The reason I wanted it to only be end of Septmeber was because I was previously on a payment plan and I needed to make sure it was paid up in full until returning to debit order, which I have done.
Please advise how this is going to be rectified as a matter of urgency as I don’t think its fair to just push blame on your customers when they ask for a specific date and consultants do as they feel – if it was not possible to make it for the end of September than the consultant should of advised me of this and I would have left my payment method as cash.
KO
Kayleigh O's update04 Sept 2018, 14:29
Reviewer Update
Thank you for your response – HOWEVER the payment method was not under debit order – it was set to be on debit order from END SEPTEMBER as I stated clearly with your consultant when they called at the beginning of August.
I am no longer on price lock so it was not on debit order, it was on the payment method of cash.
Please go look on my profile and see which lady from the debit order department called me and listen to the call (if its recorded) or the transcript of what she captured and you will see I stipulated END OF SEPTEMBER. – Why must I now be liable for the return from the bank when they couldn’t follow my simple instruction??
The reason I wanted it to only be end of Septmeber was because I was previously on a payment plan and I needed to make sure it was paid up in full until returning to debit order, which I have done.
Please advise how this is going to be rectified as a matter of urgency as I don’t think its fair to just push blame on your customers when they ask for a specific date and consultants do as they feel – if it was not possible to make it for the end of September than the consultant should of advised me of this and I would have left my payment method as cash.