Multichoice incompetence and inconvenience

I had a credit on my account of R402.00 so I decided to reconnect my services for a month in order to use up the credit. I called on the 14th April and i was told that I would need to pay R107.00 in order for my services to be active until the 15th May. I paid this amount on the 15th April.

On 29 April my dstv was disconnected and I was told to pay R50. I paid the money, however my services was not restored and I had to call in. I was told that my credit of R402.00 was not transferred into my normal account so that is the issue. I was told that I did not need to pay the R50 as the account was up to date. I am not sure why the first agent did not transfer the credit. Upset by the inconvenience, I spoke to a supervisor by the name of Edwin, who promised to call me back within 24hours regarding refunding the R50 as well as confirming that the credit transfer is processed. To date Edwin has not contacted me.

On 04 May my services were suspended once again. I called in, same situation, the credit was not transferred. The agent promised to get it done.

On 08 May I called in to confirm the cancellation of my subscription on the 15th. I was told my account is up to date and it will be disconnected on the 15th.

On 09 May, my services were suspended AGAIN. I called in, very annoyed at this point, and spoke to an agent by the name of Andile. He said the transfer has not yet been done and he will escalate the issue. I wanted to speak to a supervisor, however Andile spoke to the supervisor and promised that he would call me back the next day (10May) at 11:00 to provide me with feedback, also implying that there would be some form of 'compensation'.

No-one has called me back, so I called in today (14 May) wanting my feedback. Once again I had to explain everything. I spoke to the supervisor, Rydin, who basically told me there is nothing he can do besides retrain the agents. That is not acceptable to me as I have had to call in several times to rectify the matter, wasting my airtime. I had to waste my physical time calling in, every call lasting 10-25min. I was inconvenienced every time they suspended my services. I was promised on two separate occasions that I would be called back with feedback, which never happened. Baring in mind that through all this inconvenience, my account was up to date, and we have reached this point through agent and supervisor incompetence. Rydin promised to escalate this to his manager and that the manager would call me back with feedback.

I was called back my Rydin later in the day with feedback, they are willing to compensate me with two box office movies. This compensation is so pathetic and such an insult, as he is aware that my subscription is being cancelled as of the 15th, so i will need to hire the movies tonight. What is further infuriating is that he can see on the system that in the whole period that I had dstv, i only ever hired from box office on two occasions, in a 2.5 year period.

I am very disappointed at the service I have received from multichoice, and even more upset by the insult of the compensation. I have had my services unfairly suspended, I have had to waste my time and money calling in, I have had agents and supervisors promise to call me and failing to do so, all while my account was up to date. I need this complaint to be escalated to someone who is willing to take my concerns seriously and handle the matter, instead of suggesting a pointless and impractical R70 compensation.