********** Disconnection Ordeal

I scheduled a package disconnection with DSTV through their DSTV self-service portal https://selfservice.dstv.com/MyDStv/Disconnect#/decoders in September to be effective on 5 October 2018. I also received a customer service call shortly thereafter enquiring why I was disconnecting to which I gave my reasons.

I noticed however that DSTV premium was nonetheless deducted on 5th October and the account is still active. In desperation, I went back to look for confirmation emails of such and found none. I then logged in again to the same self-service site and re-scheduled a disconnection for 5 November, being the earliest next slot to do so. I checked, and as before no record is kept of the disconnection and no confirmation email is sent to me on my DSTV profile email address.

I then phoned their contact center and disconnected my package through a live operator who refuted that I had ever scheduled any disconnection, either in September or now, because she couldn't see it on her system. When I requested confirmation of the disconnection with her, she said she could not provide such confirmation and that I needed to email their ********** for such confirmation, which I did.

I received a response from my aforementioned email stating: Dear DStv Customer, This email is closed. Please contact ********** for assistance via email.....Alternatively, you can login to DStv Self Service where you can manage your account with ease. Thank you DStv

To add insult to the 'injury' of the additional premium to be paid their customer service and fulfillment processes are appalling and I have no way of ensuring I bring their bad (and expensive) service to an end.