Feeling every moment with DStv

Hello Peter, I would like to share how I “felt every moment” with our beloved DStv over the past few weeks. I am a Dstv subscriber(Customer number - ***9) and my premium is normally paid up on an annual once off basis. I did request for my premium to be moved to a monthly payment frequency via your call centre in October 2019 and was informed that this was indeed actioned.

On November 2nd 2019, I noticed that my account was debited for the full annual amount despite my request. On December 2nd 2019, I noticed my account being debited for a monthly premium now. I contacted the call centre on December 4th (call ***) and was informed that I would be refunded within 48 hours. A week later, there was no sign of any payment.

I contacted the call centre AGAIN on December 10 and after explaining the scenario to the agent, I was put on hold. Four songs and 20 minutes later, I eventually had to cut the call. I’m not sure if the agent went to the loo, went for a break or had even left for the day.

I called AGAIN and spoke to Amanda. Explained my situation to her AGAIN, and she requested I hold on so that she can seek some assistance. I pleaded to her not to put me on hold as I could handle another song. I waited....and waited....and waited. Finally after 25 minutes, Nomonde, the floor lead came to the phone. I had to explain my situation AGAIN. Nomonde, suggested that a previous decoder activation had initiated the payment in December. However, this decoder was deactivated approximately 3 years ago. After numerous questions about my account, of which all of the information of should be on their system, I realized that the conversation was going nowhere. Now, almost 60 minutes in total of call time with DStv call centre, I suggested that they look internally as to what the issue is, resolve it and then contact me.

To no surprise of mine, when I checked my inbox this morning around 10:30 am, I've yet to receive a response. Ironically enough, I did get the automated SMS from DStv to rate their service.

So here are some suggestions, I think DStv should consider.1) When calls are logged, please try and ensure all agents who respond to the call have a single, common unified story. Moving from "going to be refunded" to "being debited for another Dstv" is really not on. It really makes DStv look ***********. I assume I'm going to get another version of a story in response to this complaint. 2) Please train your call centre agents and managers. If they are unable to deal with a query, they should inform the customer of this rather than regurgitating the same point over and over again. A simple "Unfortunately I will not be able to assist immediately with this query as I would need to contact our billing department for further information. We will contact you once we have further information regarding this issue." ...... will have sufficed.

As a loyal, paying customer, who actually takes the initiative to pay annually upfront, I am really annoyed, appalled and disappointed by this experience.