Horrible customer service and being overcharged

Good day,

I had a horrible customer service with MultiChoice staff and they are clearly do not embody their organisational values.

After being charged an annual subscription (which I did not submit a request for) on the 26th of November wherein a clear explanation could not be provided, I was sent from pillar to post. I spoke to Andile - Customer Service Consultant who confirmed that my request has been submitted and approved on Sunday, 26 November and was awaiting to give me feedback on the next steps and unfortunately the call got cut off and Andile did not care to call me back. I then called the call centre again asking to speak to Andile and the lady who picked up the call by the name of Mpambani Lusanda said she was going to help me and confirmed with me on the phone that the request has been submitted and approved as well. I then decided to wait for a " couple of days" to receive the funds back into my account which I still had not received by Tuesday, 29 November.

On the same day, after posting a review on Hello Peter, I received a call from another Andile from Hello Peter Team ensuring me that my request will he looked into and funds will reflect in the next "couple of days" and promised to call me the following day (Monday, 27 November 2022) to give me an update to which he did not honour his promise(I must emphasize that customer service is about touch points and honouring promises which MultiChoice staff member - Andile did not do especially dealing with an angry, disappointed and dissatisfied customer - myself). I then decided to wait for a couple of days ****il Tuesday, 29 November) as had previously been advised by Andile and still the funds were not reflecting on my account.

On Tuesday, 29 November at around after 8am, I called the call centre and spoke to a lady(I do not recall the name of the lady) and expressed my frustration with her and demanded to speak to someone senior and the call centre agent called a lady by the name of Nwabisa who could not answer my questions( question was, who initiated the request to change my subscription frequency from monthly to annually if I did not call him or submit the request in any other form and demanded that my refund gets paid into my account immediately to which I was advised that it takes 7 to 14 working days). Whilst this is not only impacting my other financial obligations with other providers (debit order bouncing back into my account), it is also not particularly my fault that MultiChoice "decided" to debit my account by R3,399.00 instead of R309.00(monthly family package which I have agreed and subscribed for). I must also add that when the call got cut off, AGAIN, when I was talking to Nwabisa whom I was advised is senior to the call centre agents, she did not bother calling me back to provide me with answers and update as to what is going to happen to my refund, thus not impacting my other financial obligations.

Again, I took it upon myself to call the call centre to seek guidance and help (You can imagine that at this point, I am frustrated, fuming, waiting my airtime and time and MultiChoice staff did not seem to care to want to resolve my issues) and got home of a lady by the name of Londiwe Buthelezi who said she would not be able to transfer me to someone senior to assist me( I am not at a point of repeating my story for the 6th time, which I was actually annoyed by) and offered to assist. I then patiently repeated my story to Londiwe who then asked me to submit a proof of payment(one is not able to download a proof of payment for a debit order payment because it is a debit order and banks do not have a functionality to download this) and ID copy. I then said to this lady that I am not able to submit a proof of payment because a debit order does not allow bank customers to do this, neither can the bank consultants be able to do this. When I said I was not able to submit a proof of payment, she then said I must submit a bank statement to which it was completely baffled( because a bank statement has all my financial details including my salary which is confidential to me). She kept me holding for a VERY long time on the line and kept coming back to ask if I had sent the bank statement and ID copy to which I rep**** that I was NOT going to do this as this is confidential, she then went back on hold and kept coming back to ask the same question. My frustrated self ended asking her if she was trained to do her job and if she spoke English or did not get the part of the English (that I will not be able to send my bank statement). I ended up hanging up the call and called my bank to reverse my debit order which has a huge implications on my credit profile and this would not have been the ideal way to resolve this if someone from MultiChoice has actually done their job.

Firstly, I get charged more and no one could explain why or what happened. Secondly, I get a horrible customer service from all staff that I interacted with. Thirdly, having reversed the debit order via my back has a HUGE credit profile implications on me. I would not recommend MultiChoice to anyone and I will continue to advocate for people to not sign up with MultiChoice because of the ********** experience with MultiChoice.

Regards, Dzunani