Multichoice oversteps the mark
<p>We have been loyal customers of Multichoice for over 20 years. During this time we have never had to receive a reminder nor have any of our debit orders bounced. Approximately a year ago our second view stopped working. We took our decoders out to Multichoice and a technician also attended on us. It came right for approximately 6 weeks and then stopped working again. We are still being charged for this by Multichoice. We once again packed up our decoders and went to Umhlanga Rocks from Durban to have them check the decoders. They could find no fault. Once again a technician was utilised to check the decoders insitu in our home and it was discovered that one of the decoders was not working. After much discussion it was decided to upgrade our decoder. We consulted the DSTV web page where it stated that a visit to your friendly Multichoice office would resolve the problem. Out we trekked again. Oh no we have to send an sms and somebody will contact you. Then today the insult to end all insults - we are telephoned and asked what we earn. We give an approximate figure. Then we are asked what our rent is - response - our board is X. Answer yes but what is your rent????!!! Then the cherry on the top - what do you spend on groceries per month. We nearly lost our cool and told the consultant that if after 20 years we had to be subjected to this type of question then we would rather not upgrade and spend an extra R150 per month. Call terminated by ourselves seething. We are then phoned back and I am told that depending on the answer I give regarding the groceries will decide whether we are eligible or not!!! I object strenuously and get put through to her manager. He informs me that this is part of the credit check as aside from the fact that I am going to be giving Multichoice nearly R1000 a month they will still own the decoder!!. I told him that this was an insult to two pensioners and that they could take their upgrade and stick it! We have renewed our cell phones every two years and have never been subjected to this type of questioning. Well needless to say we are not upgrading and giving Multichoice even more money - in fact we are now shopping to see what alternatives are available. Perhaps Multichoice should have thought this through more carefully - why are pensioners not asked what they spend on Medical Aid and medicine for example? Why could somebody with some iniative not have looked at our credit history with Multichoice? Search me!!!!!!!!!!!!!!!!!!</p>
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Replies (4)
DStv (MultiChoice)'s replyOfficial
15 May 2017, 12:03Dear Penny
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Best regards,
DStv (MultiChoice)'s reply15 May 2017, 12:03
Official
Dear Penny
We acknowledge receiving your complaint. Feedback will be communicated to you shortly.
Kind regards
DStv Hello Peter team
Best regards,
DStv (MultiChoice)'s replyOfficial
15 May 2017, 14:08Good day Penny
Thank you for taking the time and share your experience with us.
It is important that we carry out a standard credit evaluation and affordability check to see if you qualify for the Price Lock contract. Below are the qualifying criteria required from the customer:
· You must have a valid South African identity document.
· Be 18 years or older.
· Not currently under administration or debt review.
· You must agree to let MultiChoice run a credit check.
Furthermore, we also recommend that you visit our website on www.dstv.com , click on the link provided http://go.dstv.com/multichoice/documents/multichoice-payment-plan-t-and-c.pdf for the terms and conditions regarding the Price Lock contract.
The intention is not to offend you in any way, simultaneously so we need to abide by the rules and regulations in this regard.
Once more, thank you for your feedback.
Best regards
Dinah
Best regards,
DStv (MultiChoice)'s reply15 May 2017, 14:08
Official
Good day Penny
Thank you for taking the time and share your experience with us.
It is important that we carry out a standard credit evaluation and affordability check to see if you qualify for the Price Lock contract. Below are the qualifying criteria required from the customer:
· You must have a valid South African identity document.
· Be 18 years or older.
· Not currently under administration or debt review.
· You must agree to let MultiChoice run a credit check.
Furthermore, we also recommend that you visit our website on www.dstv.com , click on the link provided http://go.dstv.com/multichoice/documents/multichoice-payment-plan-t-and-c.pdf for the terms and conditions regarding the Price Lock contract.
The intention is not to offend you in any way, simultaneously so we need to abide by the rules and regulations in this regard.
Once more, thank you for your feedback.
Best regards
Dinah
Best regards,
's updateReviewer Update
15 May 2017, 14:52With absolute respect Dinah why is it necessary to ask somebody who has paid you faithfully for your pathetic service what their grocery bill is. Why do you outsource this? Why does the consultant not appear to know the difference between a bond and rent? Why we were not asked whether we have ever been placed under administration or debt review? Why is it unimportant to know what medical aid is costing (which by the way is more than groceries)? Why is this credit check being done when the difference between what we are currently paying DSTV and what the new payment would be is a paltry R150,00. Why Why Why. Don't talk to us about rules and regulations - at no time after our initial contract with MultiChoice ended were we contacted - Why - this is in breach of the law in South Africa. Yes we are offended that your consultant had the audacity to state that the answer we gave about grocery costs would make the difference as to whether this credit application was approved. Ummmmm sorry at no time were we informed that we were applying for credit! Reading through the hundreds of dissatisfied customers that have endless problems with DSTV its not hard to see why after today's debacle. We are disgusted!!!!!!!!!!! Well new cables are currently going in and then perhaps you will lose yet another customer. If anybody had bothered to check up on the history of the account it would have made the questions we were asked today totally superfluous!!
's update15 May 2017, 14:52
Reviewer Update
With absolute respect Dinah why is it necessary to ask somebody who has paid you faithfully for your pathetic service what their grocery bill is. Why do you outsource this? Why does the consultant not appear to know the difference between a bond and rent? Why we were not asked whether we have ever been placed under administration or debt review? Why is it unimportant to know what medical aid is costing (which by the way is more than groceries)? Why is this credit check being done when the difference between what we are currently paying DSTV and what the new payment would be is a paltry R150,00. Why Why Why. Don't talk to us about rules and regulations - at no time after our initial contract with MultiChoice ended were we contacted - Why - this is in breach of the law in South Africa. Yes we are offended that your consultant had the audacity to state that the answer we gave about grocery costs would make the difference as to whether this credit application was approved. Ummmmm sorry at no time were we informed that we were applying for credit! Reading through the hundreds of dissatisfied customers that have endless problems with DSTV its not hard to see why after today's debacle. We are disgusted!!!!!!!!!!! Well new cables are currently going in and then perhaps you will lose yet another customer. If anybody had bothered to check up on the history of the account it would have made the questions we were asked today totally superfluous!!
's updateReviewer Update
15 May 2017, 15:24AND - why did DSTV (Multichoice) see fit to not inform us that we would not be subjected to this if we go out and buy our own cash???? Sorry DSTV this is less than honest in every way!!! You are trying to lock people into a 2 year contract without giving them the option mentioned to purchase. WHY??????????????????????????????????????????????
's update15 May 2017, 15:24
Reviewer Update
AND - why did DSTV (Multichoice) see fit to not inform us that we would not be subjected to this if we go out and buy our own cash???? Sorry DSTV this is less than honest in every way!!! You are trying to lock people into a 2 year contract without giving them the option mentioned to purchase. WHY??????????????????????????????????????????????