Ongoing Service Issues: Urgent Complaint Regarding Disconnection Despite Prior Notice

I am writing to formally raise a complaint regarding the repeated disconnection of my services despite having followed all the necessary steps on my end to ensure proper communication and compliance with your policies.

On 28 June 2025, I contacted DStv to request the disconnection of my services. This request came after a debit from my account was processed on 25 June 2025. During the call on 28 June, I was unfortunately not near my TV and could not confirm whether the disconnection had been effected immediately. However, the agent I spoke to assured me that my services had been successfully disconnected.

From 28 June to 24 July, I was under the impression that my services were indeed disconnected.

On 24 July, I contacted DStv again to request reconnection of my services. I was informed that I needed to pay R440 (approx.), which I did, and the services were reconnected.

However, just two days later, I found my services disconnected again. I called DStv to find out why, and after explaining the situation, I was informed that my services had not been disconnected as requested on 28 June due to an error by the agent I had spoken to. A manager then contacted me and confirmed that the issue was due to a mistake on DStv’s side and not mine. I was told the matter would be dealt with internally, and my services were reconnected with the assurance that they would remain active until 25 August.

Despite this, on 3 August, my services were once again disconnected. I called DStv and was referred to a manager named Nisipho Phewa, who promised to listen to the recording of the call I made on 28 June. She did return my call and confirmed that she had listened to the recording and acknowledged that the error was made by the agent I initially spoke to. She reactivated my services, but they only worked for approximately 5 minutes before being disconnected again.

I then had to purchase airtime for the fourth time to call and follow up. I spoke to another agent who said they would still need to "investigate" whether I had called on 28 June. They also promised to escalate the matter to their manager and assured me I would receive a callback within 5 minutes. As I write this message, it has now been over 25 minutes without any response.

The ongoing poor service I am receiving is extremely frustrating and unfair especially considering I have made every effort on my part to provide proof that I did in fact request disconnection on 28 June. Nearly every day, I now have to call DStv to request reconnection, only to be told I must wait for an investigation, which can take up to two hours. Once it's finally acknowledged that the fault lies with your team, my service is briefly reconnected only to be cut off again shortly thereafter.

I do not understand why every time I speak with a new manager, the matter needs to be "investigated" again, even though previous managers have confirmed the mistake. Surely your system keeps records and call notes that can be reviewed. One of the managers even assured me that my services would no longer be disconnected, and that the issue would be escalated to your Finance Department the following day.

As of now, it has been over 44 hours without DStv service, and I am left without any clarity or resolution.

I respectfully request that:

My services be reconnected immediately and remain active as previously promised.

The issue be escalated to the relevant department without further delay.

I receive formal confirmation that the matter is resolved and that there will be no further disconnections related to this issue.

I have exhausted all informal channels and sincerely hope this message results in a prompt and permanent resolution.