Just when you thought that it couldn't get worse.

I made a payment to our DSTV account on the 11th of September 2024 via EasyPay. -Our service has been cut everyday since the 11th as according to the customer support agents. The payment could not be allocated. -I've had to contact the support team everyday to have this sorted out. -On each call they assured me that this would be escalated to the finance team. -However on each call I've had to explain the matter from scratch and have had to provide supporting documents as if it was the first time that this was being dealt with. -The finance team either does not exist or does not work as this has still not been resolved. -I was contacted but the Dstv Hello Peter team, provided them with the supporting documents as well. I was then told to contact them if the issue persists and when I did so I received no reply. - The last advice I got was to now settle the account directly from my banking app and to request a refund from Easy pay. -It has to be noted that I've used Easy pay to pay this account before and it was not an issue. -Every time this is was supposedly escalated and every time an agent supposedly left a note on the account so that it would make it easier for the next agent to resolve this in case I called again. Neither happened. -To tell a customer for 10 days that a matter is being escalated (which it clearly wasn't ) and the to tell to make a new payment via a different method and to request a refund from the previously used method is major problem. -lack of tracking of customer issue and escalation processes -The amount of times I was put on hold only for my airtime to run out was also ridiculous. -The attitude and lack of professionalism of some of the agents was astounding. -The almighty DSTV whatsapp chat bot was also useless as it would lose context when I used the menu items to escalate my query and on multiple occasions it did not put me through to an agent when it said that it would do so. - Failure to deal with a customer query from multiple support channels ( calls , emails, Whatsapp chat and the Hello Peter team. -I put the blame for this failure on the leadership team. The Head of customer support is clearly failing at all aspects on their job whether it be the culture within the team (lack of manners and professionalism) , lack clear efficient processes, technical knowledge of payment processes, overall training etc. -Does the finance team exist?