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Sithembile M

1 reviews | Active since Oct 2024

21 Oct 2024, 12:01

Formal Complaint Regarding Unauthorized Charges and Poor Customer Service

I am writing to formally lodge a complaint regarding the treatment my mother, Nosipho Mbele, has received as a loyal DSTV customer. Her account number is ***2, and she has been a subscriber for years.

Over the past year, we have discovered that my mother has been charged for three insurance policies on her decoder, which she never subscribed to. Despite numerous calls to your customer service department to cancel these unauthorized charges and request a refund, the issue remains unresolved. Each time we contact DSTV, we are passed from one department to another, and consultants claim that no query has been logged for our request. As an elderly person, my mother deserves patience and respect, especially when dealing with service providers. Unfortunately, the service she has received from DSTV has been far from satisfactory. To add to our frustration, DSTV sold her a 24-month contract for an Explora decoder without addressing the ongoing issue with the insurance charges. I am requesting the following actions be taken immediately:

Cancellation of all unauthorized insurance policies on my mother’s account. A full refund of all charges related to these unauthorized policies. A review and resolution of the customer service issues we have experienced.

Confirmation of the cancellation and refund process in writing. Please treat this matter with the urgency it deserves. If we do not receive a satisfactory response within 14 days, we will have no choice but to escalate the matter to the Broadcasting Complaints Commission of South Africa (BCCSA) and the Independent Communications Authority of South Africa (ICASA).

Thank you for your prompt attention to this matter.

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Replies (2)
DStv (MultiChoice)
DStv (MultiChoice)'s reply21 Oct 2024, 12:20
Official
Hi  Sithembile, 

Thank you for reaching out to us. We have received your query and are currently looking into it. 

Our team will get back to you as soon as possible with the information or assistance you need. 

Should there be any further updates or details required, we will be in touch. 

Thank you for your patience.

Kind regards, 
DStv: Hello Peter Team
SM
Sithembile M's update07 Oct 2025, 12:01
Reviewer Update
Dear DSTV Customer Service Team, I am writing to express my deep frustration and concern regarding the repeated unauthorized insurance charges on my mother, Nosipho Mbele’s DSTV account (Account Number: : ***2 ). After previously raising this issue and receiving confirmation that the unauthorized insurance policies had been cancelled, we are now back to square one. The same *****ulent charges have reappeared, and once again, we are being billed inconsistently each month with no credit passed for the previous errors. It is clear that DSTV is enabling this behavior by allowing insurance representatives to add policies to customer accounts without consent. This is not only ********* — it is *****ulent. My mother, an elderly customer, has been subjected to ongoing financial exploitation and poor service, despite her loyalty to DSTV. We demand the following actions be taken immediately:
  1. Immediate cancellation of all unauthorized insurance policies.
  2. Full refund of all charges related to these policies — both past and present.
  3. A formal investigation into how these policies were added without consent.
  4. Written confirmation of the cancellation, refund, and investigation outcome.
  5. A guarantee that no further unauthorized charges will be app****.
If this matter is not resolved within 7 days, we will escalate it to the Broadcasting Complaints Commission of South Africa (BCCSA) and the Independent Communications Authority of South Africa (ICASA), and will consider seeking legal advice. This is the second time we are raising this issue. We expect DSTV to take full accountability and act swiftly. Sincerely,
Sithembile Mbele