Moving from DSTV to Netflix

We are very disappointed with the services we got on Saturday evening from one of your consultants - Lusapho. We have been double charged for one of our services and she was arguing that that is what we have to pay because she thinks we have been short-paying our account and it has accumulated over the months. Our normal installment as per the sms's we receive monthly is R549, but this month we have been hit with a bill of R900. Lusapho would not understand this and that if we had short-paid, in the first month DSTV would have notified us and stopped some of the functionalities in our contract.

Lusapho would not understand this and was getting very rude over the phone so we requested her to elevate the matter to her senior. She asked us to hold for her senior and we were holding from around 21h30 to 22h05 and the phone cut. We believe that she deliberately kept us holding. Fortunately we have a good cellphone contract and can afford to hold. We feel sorry for the less fortunate DSTV clients who get served by such consultants.

My wife and I were very disappointed by the service and we were even thinking of migrating to Netflix and getting an optical fibre contract. We were also considering going to Hello Peter so that we can get attention from DSTV for our query and for the complaint about the service.

We called again several times and sometimes had to hold several minutes and got cut. We finally got put through to a call centre team leader - Mohammed - who served us very well and confirmed that there is a possibility that we have been double charged for some of our services and that he would raise it with the finance department. We are grateful for his service. We would however like to get feedback on how the matter was taken up with Lusapho because it is such employees who work against DSTV which is trying to retain customers in the face of increased competition.

We suggest a survey at the end of each call to rate the level of service we have received; and your consultants need to actually request customers to stay on the line after the call to rate their service. DSTV needs this if they are to retain customers.