Multichoice: Frustrated with continuous system issues

For the past couple of months I've received bad service van Multichoice to say the least and it is getting worst by the day. When i go to my holiday home there is usually issues switching from my residential home to holiday home. The worst part, when i get back to my residential home its even worst....firstly, the switch back to the residential home is suppose to happen automatically on the day you asked them to switch back but this is not happening. Secondly, not their apps, website or whatsapp is working to do the necessary yourself. Thirdly, when you phone them you stay on the line anything between 15 to 30 minutes before you get through to an agent. Now, I do understand there are limited staff due to COVID19 but what ****es me off is when you eventually get through to an agent then after some time you get cut off while the agent still trying to attend to your request. If you lucky not to be cut off, the agent on the other side will tell you "Switch was done successfully" but on your side you still have an error. after a few "tries" the agent will slip they have system issues and if you ask about it they will tell you more like "we have this issue since earlier today" or "...since yesterday" then they will tell you to phone back either in about an hour or tomorrow. I asked the agent why she kept me on the line "trying" to switch my service whereas she knows it will not work due to technical issues!!!!!!!!! The response, "I was trying to help you" Whaaattttt!!! You are trying to help me on a system that doesn't work? How the F$#%^&*^%$!!!!

My request to MultiChoice....instead of waisting your customer's time, frustrating them, lying to them and pretending to assist on a faulty system, do the following 1) post a message on your website stating you experience technical issues and might not be able assist the customer with query x,y and z (surely you should know which part of the system you have issues with and can list the services you will not be able to attend to. 2) Firstly, you are broadcasting widely about your Whatsapp self service options. Ask your marketing dept to stop advertising this until you've fixed ALL issues on here because it doesnt work expecially to switch on holiday home. Make your changes, let it go through proper regressing testing, user acceptance testing and once you sure it works you can continue advertising. Secondly, after fixing this service, also put a message on here indicating to the customers you experience technical issues and will not be able to assist with service x, y, z 3) I'm sure you call centre agents are always aware of techinical issues you experience. Instead of letting them pretend to assist customers while knowing there are system issues, let them inform the customer on the line there are technical issues and they cannot assist with service x,y,z. but they can try. It is then up to the customer to decide whether he/she will stay on the line to give it a try. If it doesn't work at the end of the call, the customer has no right to take out his/her frustration on the agent for wasting time on the line.

Communication is key to a customer and the most important thing when it comes to customer service. Almost everyone knows by now technology can fail so please don't hide it from your customers!!!!