Multichoice process payment not authorized!!

Good day,

On the 22nd of June 2024 at approximately 15h16 I phoned the Pretoria branch and enquired about the fee if I upgraded to premium, only to watch the Springboks game.

I was informed by Lelethu Dlinga that it would be approximately R280, and that I would have to phone back before my debit order goes through, in order to downgrade again if I wish to do the upgrade. After considering the cost, it was decided to not do the upgrade. Lelethu was requested not to do the upgrade.

To my surprise I noticed on the 28th of June 2024, an amount of R1325.13, was deducted per debit order from my bank account. I am on the family package which is approximately R400 per month.

On the 1st of July 2024, I reversed the payment with the bank, as I did not authorize this amount to be taken from my bank account.

On the 4th of July 2024 at approximately 14h10, I phoned the Pretoria branch again, and explained the situation to Andisiwe Nonthakaza, and requested her to listen to the recording of the telephone call on 22 June 2024, which will confirm that the upgrade was not authorized.

Andisiwe confirmed that Lelethu was requested to not process the upgrade. Then I was told that Lelethu was going to tell us that the upgrade was already done and that it could not be downgraded on the same day, but that we ended the call, and she therefore could not inform us - how does she know that Lelethu was going to say this? (this is clear proof that Lelethu did not inform us about this). In a rude manner Andisiwe told me that we wanted to watch the premium package but did not want to pay for it. I have informed her that Multichoice could investigate it and will find that we did not watch the Springboks game or used the premium channels, as we were not aware that the upgrade was done. Andisiwe asked whether I wanted to downgrade to the family package which I declined, as the package should never have been upgraded to premium without the necessary authorization.

I hereby request that you rectify my Multichoice account and re-submit the bank debit order with the correct amount. The incorrect amount that was debited from my bank account, is clearly a direct result of a mistake made by your staff.

I further request that this is rectified as a matter of urgency, as I will not hesitate to cancel my Multichoice subscription immediately.

Regards. JJP. Kritzinger.