Months of follow-ups, evidence ignored, dismissive esolution

Although I am a third party assisting my mother, I have been the sole communicator throughout this process — taking time away from my work to send emails, provide proof, and follow up continuously. I submitted three screenshots as evidence, which were initially overlooked while the team attempted to close the ticket. Only after I reminded them were the attachments acknowledged.

After months of back-and-forth, delays, and oversight, the final “goodwill” offered was one month free subscription. This does not reflect accountability for the time, inconvenience, and administrative failure experienced. It feels like an attempt to close the matter rather than resolve it meaningfully.

What is most concerning is not the original issue, but the poor complaint handling, lack of ownership, and failure to respect the customer’s time. A company of this size should have a far more structured escalation and resolution process. For transparency, this is the internal escalation path that should apply when complaints are mishandled at DStv ***ned by MultiChoice Group): Customer Care / Call Centre Agent Customer Care Supervisor Escalations Department Customer Experience (CX) / Retentions Team Regional Customer Service Manager Head of Customer Operations – South Africa Legal & Compliance – MultiChoice Group Office of the CEO – MultiChoice Group Customers should not have to fight for months to be heard, especially after providing clear evidence. I hope this review prompts DStv to reassess how long-standing complaints are handled and how customers who invest time to resolve issues are treated.