Horrible service 😡😡

I am writing on behalf of my mother regarding a serious issue with her DStv account. At the end of June, she received a phone call informing her about a promotion, which stated that she could continue her service on the Compact package by paying R220 per month.

Following that call: On 2 July, my father went to Shoprite to make the payment, but he was informed that the amount due was R260, which he paid.

To our shock, when he returned today to make the next payment, he was told the amount due is now R800.

We immediately contacted your call centre and spoke with a representative named Thabiswa (spelling may be slightly off). She kindly assisted us and explained that there was no promotion reflected on the system and that the account was upgraded.

She also helped us with a downgrade back to the access package which we now have to pay R500, and it appears that an unauthorized upgrade was made on the account, as a result of the misleading call my mother received.

We are extremely concerned that:

An unauthorized change was made to the account.

We were misled by someone claiming to represent Multichoice.

We are now being billed a much higher amount, despite following instructions given during the initial promotional call.

We respectfully request: 1.A detailed breakdown of the charges leading to the R800 and the R500 amount.

2. Confirmation of when and how the upgrade was app**** to the account.

3. A reversal of any unauthorized charges and correction of the account to reflect the agreed package and promotional terms.

If the promotion cannot be honoured due to it not being on the system, we kindly ask that any extra or incorrect charges on the account be waived, and the balance adjusted accordingly to reflect the proper package selection.

Please treat this matter with urgency, as it has caused confusion and financial strain on our family. We would appreciate your assistance in resolving this matter swiftly and fairly.

I have since sent a email but I'm not getting any help.