Multichoice Bad Service!!!

To whom this concerns

Im a very unhappy multichoice customer. On the 28th June 2019 I paid my DSTV suscription for the month of July, however there seemed to be a problem as my channels were not appearing and I couldn't watch anything. This went on for over 4 hours.

I then called the Multichoice call center for assistance. While I was following the voice prompts to have me verified as a multichoice customer before speaking to an agent. The voice prompt indicated that my account will be over due on the 1 July and I need to pay R809.00 I was unpleasantly suprised by this as I had just paid my July subscription. I eventually got to speak to an agent ( her name was Mbali) and explained my 1st issue which was the channels not appearing. She couldn't help me with that and said she'll get a technical team to come back to me and I made her aware of my second issue that it seems my next payment is due in 2 days time yet I have just paid for a full month. She checked my account and assured me that the must be some error but my next payment due date is the 31July not the 1st July.

We ended the call but I waited for over an hour and got no call from the technical team. I decided to call again and spoke an agent by the name of Mammello who assisted me promptly and got my channels restored while we were on the phone. I also asked her to check for me if my accouny is in order as the voice prompt at the beggining of the call keeps saying my next payment is due in two days yet I have paid. She also assured me that my next payment is due July month end. On Friday the 5th of July my DSTV was disconnected. I tried calling but I waited long for an agent to take my call. I then resorted to the WhatsApp self service which is a useless automated system which tells you what to say.

The entire weekend I had no DSTV. So today evening (7 July 2019) I called multichoice. I got to speak to an agent called Sbongakonke who now tells me that my DSTV is inactive because the is a reversal on my account of R809.00 which was loaded by Paul. This is news to me as I'm not Paul and Ive definetly never reversed any of my DSTV payments. Sbongakonke was going to load a case for me with their finance, however that sounded like something that would take days to be resolved and I just couldt accept that and he suggested i speak to his manager, whom I held for until my airtime ran out to speak to.

I called multichoice again and this time spoke to Hlengiwe who also tells me that the is a reversal on my account for the month of March. This reversal was done on the 11 March 2019. This revesal was requested by Paul. I have no Idea who Paul is and how he was able to do a revesal on my account without my knowledge?? Also why is Multichoice informing me of this now only and not in March or April?? If the was really a reversal done why didnt Multichoice inform me then so I can check with my bank incase this is *****?? Lastly I spoke to two agents last week but non of them picked up this "reversal" on my account. Instead they assured me that my DSTV wont be switched off.

This is so dissapointing as I have paid my July subsciption yet my service remains inactive. This is unfair to me as a customer and Ive asked to be called back by their finance department but Umm not holding my breath. I have called multiple times and have spent so much money in Airtime. A call from someone from Multichoice to resolve this would be nice.