Lack of customer services unacceptable

I called the call center on the 29th January and spoke to Princess (call reference number ***1-I127 to cancel my DSTV subscription. She told me that she cannot cancel it for February as I have called too late in the month, however, she would cancel it as of 1 March 2021 and that there would be a R 180.00 cancellation fee.

On 26th February, I received an sms to say that my DSTV debit order would come off on the 1st March. I once again called the call center and spoke to Gracious. She noted that there was noting in the system to advise on my request to cancel my subscription, however she would do it with immediate effect, but I must call back to the call center to get a refund. She told me that my cancellation fee was R189.64 and NOT what Princess had mentioned. Call reference number ***1-I133.

Please advise on the following: • Why did Princess say she was going to do something and did not. I would like feedback on this! • Why do I need to ask for a “refund” when your services consultants did not do what I requested them to do? • Gracious said she would cancel my subscription with immediate effect, guess what I am doing as I type this? Watching DSTV!!!

I find this lack of customer services unacceptable, and I would appreciate some feedback and a date when I can expect my refund as well as confirmation in writing (as clearly your consultants word is not something to rely on) that my subscription has been cancelled.