Highly frustrated client - Pathetic service

<p> </p> <div id="m7189" class="mail-message expanded" style="color: #000000; font-family: sans-serif; font-size: 13.696px; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <div class="mail-message-header spacer" style="height: 235px;"> </div> <div class="mail-message-content collapsible zoom-normal mail-show-images " style="margin-top: 16px; margin-bottom: 16px; zoom: 2.72561;"> <div style="display: table; width: 328px;"> <div dir="ltr"> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;">The mayhem started when I reconnected my services at the beginning of August 2016. I called the contact centre to reconnect my services and was advised of the process. The applicable fee was paid and my services were reconnected. I then decided to upgrade to a higher package, and when calling in, I was assisted and advised that the pro-rata for the higher package will be debited with the next billing cycle and will include the full amount for that package for the coming month as well. To my surprise, a few days later my services were disconnected. When calling the contact centre I was advised that I had been given the incorrect information when upgrading. Needless to say I was upset, as this had been the practice before, and then requested to speak to a team leader. The individual was very helpful and explained the process to me, and greed not to charge me the reconnection fee again as I agreed to pay the amount due immediately. I then also proceeded to request an automatic downgrade effective the next billing cycle, i.e. from September 2016 onwards. This was processed and I ended the call. On 28 August I noticed that my account had been debited for an amount of R 345, which was for the package I had requested to be downgraded form. I called the contact centre and requested a refund. I was told it would take 3 working days. After a few days I called in again only to be told that it actually takes 7-10 working days and in fact that the refund had not been processed. This individual then processed the refund, which to my surprise was not done as requested as I had to call in again. This call took place on Thursday 8 Sept (spoke with Jonas), where I was told that no refund had been processed and was promised that it would take 3 working days. Needless to say, on 13 Sept I called in and was told no refund had been processed. I even spoke to a team leader who said she will try to resolve the matter, but would need to get hold of the agent who assisted me (Jonas). After to and fro, Jonas (the agent I spoke to on the 8^th) called me saying he received a note to call me and was trying his best to resolve the matter. Today, I’m still waiting to hear from him, after calling in and requesting he call me back. After calling back a second time, I’m now told he placed a note on the system stating it would take 7 working days when in fact he told me 3 working days. The frustration is the inconsistent information received from various people in your call centre. I requested on 3 occasions that my calls me sent for QA and then be escalated in order for DSTV to determine how they were going to rectify the matter. The issue is now gone far beyond the refund and is more about my experience as your client, which clearly no-one I’ve spoken to thus far values. I can go on and on about what I said and requested and what was told to me, but I’ll leave you to do your job. All I want to know is when I’m getting my money and what you’re going to do to turn around my experience as your client, if you actually value me as such, and ensure I remain one, either now or in the future, and please, don’t insult me by getting a call centre agent or team leader to call me back, as to date they have not been able to resolve the matter, let alone to they get what client experience is all about.</span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;"> </span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;">To conclude this email, this fiasco is actually nothing less than pathetic, dissatisfactory, putrid poor, disgusting, sickening, revolting, nauseating to say the least.</span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;"> </span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;">Regards</span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;">A very disgruntled Paul Savel</span></p> <p class="MsoNormal"><span style="font-size: 10.5pt; font-family: lato, serif; color: #555555; background-position: initial; background-repeat: initial;"> ********** </span></p> </div> </div> </div> <div class="mail-message-footer spacer collapsible" style="height: 0px;"> </div> </div> <div id="conversation-footer" class="spacer" style="color: #000000; font-family: sans-serif; font-size: 13.696px; font-variant-ligatures: normal; orphans: 2; widows: 2; height: 349px;"> </div>