Formal Complaint – Unauthorised Cancellation, Billing Errors, and System Failures

I am writing to express my absolute outrage and deep distress regarding the service I have received over the past two months. This is not just a billing dispute; the persistent errors by your staff and systems are now actively harming my child’s education and my financial stability.

January 24, 2024: I inquired about a contract settlement for my router at a walk-in center. I explicitly told the manager I could not afford the R1,730 at that time and did not authorize a cancellation.

February 5, 2024: While I was in the Eastern Cape, my contract was cancelled without consent, and I was billed R1,800.

Router Transport & Cape Town Visit: I had to personally arrange and pay for the transport of my router from the Eastern Cape back to Cape Town to resolve this at a contact center. Despite being told "everything would be fine," the center's systems have been down for over a week.

Current Status: Every time I seek an update, I am told the "system is down." I have settled the account with money I could not spare, and yet I still have no service.

Because your system is down and my account is in disarray, I have no data. My child is currently unable to do their homework at home. I am being forced to ask neighbors for help or pay for expensive mobile data just so my child does not fall behind in school. This is a humiliating and unnecessary position to be in because of MultiChoice’s internal failures.

I no longer have the patience for "system errors." I require the following within 24 hours:

Immediate Refund/Balance Correction: I want my balance cleared and the credit I paid returned or app**** so I can actually use the service.

Activation of 400GB Plan: If you cannot activate the promised 400GB plan immediately, I demand a full refund of my settlement so I can move to a provider that actually functions.

Compensation for Transport and Data: I have incurred extra costs transporting the router and buying emergency data because of your unauthorized cancellation. I expect these costs to be credited to my account.

If this is not resolved immediately, I will be taking this matter to ICASA, Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission, as you are currently depriving me of a service I have paid for.

I expect a phone call from a senior manager who has the authority to fix this manually if your "system" is still down. My number is ***