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Yvonne L

1 reviews | Active since Jul 2011

29 Nov 2020, 09:02

Overcharged for black Friday special

I took a black Friday special with them last year for R499 and they sent me an sms and email to say my special will end on the 1 Dec 2020. On the 23 Nov 2020 I called them to enquiry about their black deals only for the voice prompt to inform me that the amount im going to pay on the 28 Nov 2020 is R638.50 so I spoke to an agent to find out why only to be told to call head office as he doesn't know why and there is no number for the pricelock department. I then called the head office, told them my issue and was told it will be escalated and will be called with 24 to 72 hours. Waited beyond the time given and wasted my money calling for them to explain to me why they are over charging me for 12months deal which has not ended till now no one has called me. Since 23rd Nov 2020 I have wasted my money on airtime calling and no one seem to be resolving my issue but today on the 29 Nov 2020 they still have debited my account R638.50 instead of R499. They are rather calling me to offer me another black Friday special but not resolving my over. Im am beyond upset, frustrated and angry with the service that they are offering at this point. It is easy for them to over charge me but should I not pay my bill, my dstv will be canceled and if I have to connect I will have to call them and also pay a reconnection fee as well. No one is making rectifying the mistake on their end or even have the audacity to call me back. Absolutely ******* service

0
Replies (3)
DStv (MultiChoice)
DStv (MultiChoice)'s reply29 Nov 2020, 09:27
Official
Hi Yvonne, 

We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible. 

Kind regards 
DStv: Hello Peter Team 
YL
Yvonne L's update29 Nov 2020, 19:25
Reviewer Update
Got a call from a lady called Amanda from dstv, apologized for the poor service and explained the reasons for the R638.50 billing. She also offered a discount on my December premium, I then requested to take a take a further pricelock package and she assured me that, she will pass the information to the pricelock department so they can give me a call with 24 to 48 hours. Until such I will wait to see if I will get the call back as well as the discount.
YL
Yvonne L's update30 Nov 2020, 14:07
Reviewer Update
Again I have been called today by 2 different people giving me wrong informations. Firstly I was contacted by Ashleigh when I wanted pricelock for the black Friday special of R499 which comes with explora, installation and wifi connector but she told me there is no more black Friday special and that package will cost me R569. So I then asked her about a subscription which is R439pm which is 24months and doesn't come with installation, decoder and wifi connector and she said yes that they do have, so I then went ahead and took the subscription for R439pm.

Now again another person has called me from the sales department to offer me a pricelock special for R499 which does come with installation, decoder and wifi connector. I then told her if I can cancel that one Ashleigh signed me on and put me on the black Friday special, the sale person then told me I have to pay a cancelation fee before. Im not paying for any cancelation when firstly I enquired about the black Friday special and was told you don't have it. You guys don't have proper information and misleading me as the customer and now wants me to pay for something that's on your end. I dont want the subscription for R439pm for 24 months any more, I wanted the black friday special for R499. Im absolutely upset that I'm being misguided and misinformed with regards to service you're giving and now I need to pay for a problem you have. Im waiting form some to call me back asap with regards to changing my subscription as I am upset and annoyed with you as the service provider. The email below is what Ashleigh sent to me regarding subscription:

From: Dstvhelp <***>
Sent: Monday, 30 November 2020, 09:29
To: ***
Subject: DStv Compact SPL package
Dear Miss Yvonne Larbie

Thank you for contacting us.

As per our telephonic conversation, I activated the DStv Compact SPL package for R439.00 per month, 24 months.

Your subscription of R439.00 will be collected via debit order from the 28/12/2020..

The reference number for our interaction is ***8-i100.

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards
Ashleigh