*********** level of service

I logged a call with DSTV on 11 October 2020 and subscribed to DSTV(PVR) and was requested to confirm when I would like to start making a payment, which I advised on the 3rd of each month on a prepaid service. I then made a 2nd payment on 26 October 2020 and this was to allow me enough time to make payment on or before the 3rd of each month. To my surprise my service was cut off yesterday (22nd of November) and when both my husband and I called we were not assisted. Today I decided to go make a payment as we could not afford not being able to be without any service an additional day and the teller confirmed that there was no amount due for payment.

I called DSTV and asked the client to first confirm my subscription which to my shock I was told that that I had an additional service which I was not aware of, and when I queried this the consultant could not advice how it came about, I had to ask him to cancel that subscription which I was advised to call back tomorrow because the cancellation department is not available and there is no processes I place for the instruction to be cancelled on my behalf. I asked how I can claim a refund as I did not request the additional subscription that he could not answer or assist. He went on to explain the pro rata details and arear amount which did not add to what I requested. I am perplexed at the level of service or rather the lack thereof I received and pretty annoyed at this stage. I even had to suggest how I would help him, and he was a client with the issue I experienced. It appears that their responses are robotic as the same script is used for every call I have logged.