Horrific Call Center Experience Regarding a Refund

On 15th of October 2020 at around 19:00PM my wife was supposed to transfer money to my account (Amount known by DSTV) and due to the beneficiary name (of my personal account and DSTV account) being the same (A.S Ntikane) on her Capitec bank app, my wife accidentally selected the wrong beneficiary which is MultiChoice and the money which was meant for me ended up being paid to my DSTV account (***7).

Same day at 20:30PM i called DSTV call center to request a refund and I was assisted by Sibongile ***/i52 who told me that the refund will take 3 to 7 days. On the 16th of October 2020 at 07:29AM I received an SMS which says “there are additional documentation required to proceed with my request”, requested documents (ID copy of me and my wife, proof of payment and bank statement of my wife, my married certificate to show that the person who paid is my wife not a stranger were sent same day to *** and received a ref number ***6 stipulating that someone will contact me within 24 hours which didn’t happen.

On the 17th of October 2020 at 09:34AM i contacted the call center and spoke with Siphesihle who told me that the documents are pending approval from the finance department. On the 20th of Oct at 12:26PM i again contacted the call center and I spoke with Siphelele (***/i74 ) who told me that my request is still in process.

On the 21st of Oct 2020 at 12:33AM i again called the call center and I spoke with Ndumuso (***/i78) who told me that the status of my request is pending, I again spoke to Ntshiepu at 13:08 PM who told me that she will do a follow-up with finance department and she gave me *** , at 14:45PM I sent a follow-up email to *** and received *** which again stipulated that someone will contact with me within 24 hours and this didn’t happened. Basically every time when I contact the call center my request gets escalated and none of those escalation help me in any way.

On the 23rd of October 2020 at 09:12AM i again contacted the call center and i spoke with Nisa who told me that he has escalated my query again to the finance department ***. On the 23rd of Oct at 12:15AM i sent a complain email to *** and I received a respond on the 29th Oct at 17:54PM which reads as follows “Kindly be advised that refund has been processed, we apologize for the delay however it might take another 5 to 7 working days until the money is refunded.”

On the 28th of Oct I went to Randburg walking center and my bank statement was also attached to my account ***/i105.On the 2nd of Nov 16:27PM Terish from call center told me that my request was unsuccessfully there are outstanding documents (i am confused again as I’ve sent the required documents several times to them), he told me to hold the line while he is seeking advice from his manager and I hold the line for an hour while waiting for him and suddenly he dropped the call, I called again and I spoke to Lazola who told me that the refund was not done because they were having issues with their system (what a disappointing and frustrating statement) and she told me that she will have to start my refund request from scratch, I tried to explained my story to her but she dropped the phone while talking to me which is so unprofessional and very frustrating to me. She did the refund from scratch and now I will be told to wait for another 7 working days which is unacceptable and to make things worse is that after 7 days I will be told a different story and now I don’t even know who will assist me because I cant contact the finance department (why cant they communicate with Finance and provide acceptable\promising feedback).

The call center only have this repetition to say to me every time i call whic is not helpful:

1. I must wait for 7 days (after 7 days they told me that its not 7 days its 14 days) story after story 2. Did I send the supporting documents because they don't see them on the system (i must start again explaining my whole experience and suddenly the can see the documents) 3. They will escalate to the finance department