NEGATIVE DSTV SUBSCRIBER SERVICE EXPERIENCE

I would like to share my EXTREMELY disappointing and ********* experience with DSTV, which resulted in me now cancelling my service with them after having been a client for many years. In fact, I have been a subscriber as far back as when DSTV still traded as MNET. Unbeknown to me, and without my authorisation somebody managed to activate a premium package on my account. I only became aware of this when I received my monthly DSTV account and was alarmed at how high the account was for the month. I immediately visited the DSTV branch in Somerset West to query why the account was so high. They informed me that an additional premium package has been activated on my account on the 1st of November 2023, which resulted in the added cost to my monthly account. I informed them that I did not request for an addition premium packaged and instructed them to cancel the additional premium service, which they did immediately.

Subsequent to my visit to DSTV my service has been disconnected by DSTV numerous times as they demanded that I pay for the additional Premium package, which as aforementioned I did not apply for as we already have a premium package.

Each time after they disconnected my service, I visited the DSTV store and explained to them I never requested for an additional service and that they should reconnect me, which they did. However, after only a day or two they would disconnect me again.

The DSTV staff at Somerset West assured me that have sent a number of emails to their head office to explain the matter to them. Obviously, I incurred a lot of travelling costs as well as wasting my time to visit the DSTV store.

On the 16th of February 2024 a DSTV staff member at the Somerset West branch informed me that they are holding me responsible for the second premium package as they cannot establish whom activated the addition package. I explained my reason to her, that in the event that someone should activate an additional package that surely, they should have the name and telephone number of the person that requested the additional service on record? However, they do not have this information on record in respect of the activation of the additional package, which I find rather pecu****.

It would be interesting to hear if any other DSTV members experienced similar issues and I will be keen to hear your story .