Incorrect Amount Quoted for re- connection.

Good Day

I would like to inform the complaints department of the poor service I received from the Customer Care Department when I called to enquire on the amount due for me to reconnect my services. The 1st call I made was on the 24th of June around 15:00 and I spoke to Rivaldo and he 1st assisted me to change my debit date from the 1st of every month to the 25th, then I enquired on the amount that I needed to pay to reconnect my services as the AVR advised on R442.28,he checked the system and quoted me on R734 00, all was fine. I called again on the 25th @ 14:20 as I wanted my Customer Number to make payments and I spoke to Caylee, she assisted, confirmed the amount I needed to pay to reconnect (R442.28) & also gave me a WhatsApp number to check my balance, I got surprised as the amount was different from the one I got the previous day, she confirmed more that once that, that is the amount to be paid to be reconnected. I then used the USSD code, R442.28 was the amount I received, I then went on WhatsApp as advised by Caylee, R442.28 was the amount I got.

I paid via Absa Atm, got home…no connection, called Multichoice, spoke to Noxolo Buka, she gave me her email add as she could not locate my payment. I did email as requested, called back & spoke to Lwazi Hadebe, to my surprise, I was told that the amount I paid was only to keep my account up to date. I then advised him of all the calls I made to their department to get the amount to pay & reconnect not to update my account. He spoke to the team leader Tshepo Sekopo to get a call recording, they kept me waiting for a long time, I got cut off, called again, got through to Lwazi again who got irritated when he heard that he was talking to me. I was again kept on hold, for a long time, Lwazi could not wait to get rid of the call, he was not professional, he kept putting me on hold, was sarcastic even after mentioning that my phone has a recorder & will be sending through the call as I was not happy with their service, he did not care…. I have call recording for all calls made from the 24th - 25th and supporting documents ( Ussd & Whatsapp)

Please note that: I expect to be connected from 25/06/19 – 25/07/19 as I was advised before making the payment.

Customer No: ***2

Regards,