Pathetic Multichoice service

My mum is an account holder with Multichoice and part of her package is the device insurance.

I recently purchased property of which myself and mother have now moved into. Upon moving we planned for certain things in advance to be in order in accordance to our relocation. My mum contact multichoice device insurance department on 26/09/2025 to advise relocation. My mother was informed by an agent that she does not need to take the dish to the new premises and the the insurance will provide her with a new dish as per relocation. We did just that. 1 week later when the installer contacted me for installation. When I advised regarding the dish, he advised he does not provide new dish unless old dish is damaged and needs replacing. My mother contact multichoice again to inform of the confusion as she was advised something different by the agent. My mother was met with poor service by consultants who instead of helping her were trying to undermine her as if the initial call was not made. As the 3rd party on her account I then contact multichoice who apologized to me and asked me to request permission from my previous landlord to go and collect the old dish. I explained that is not possible as previous landlord was not going to allow that as they were giving me a hard time refunding my deposit. Nothing was done on that day . I then called again the next day requesting the recording of the previous call as I was advised I would be liable for the new dish being installed. Then they advised they will escalate for approval of a new dish. This had taken place on friday 07/11/2025. I informed my frustration as I planned in advance and its now 1 week later and still DSTV installed while we are paying premiums. I request that installtion be done that very day on 07/11/2025 and requested that i be called by a supervisor to discuss the way forward. I informed that even if they need to change the installer for installation to be done on that day as this was due to their negligence it did not make sense for me to go another weekend without DSTV. NOBODY called me back.

On monday 10/11/2025 I receive call from installer that he received approval from multichoice to install new dish. Still NOBODY from multichoice contacted me. Made arranagements for installation to be done 12/11/2025. Installer called to confirm on wedensday that he will be coming of which I confirmed availability. just before coming installer called to say that installation was cancelled by multichoice.

called mulitchoice who advised they have changed installers and new installer will contact me for installation. So now I must wait again for installation and STILL havent received a call from new installer to arrange installation.

when I was on the call with the last agent I dealt with on 12/11/2025 when I requested to speak to supervisor as I explained the difficulties I have faced and need to speak to someone who can resolve the issue... the agent put me on hold for 20 minutes hoping I would drop the call. She then took me off hold and said hello sir, and then dropped the call... of which I have recorded.

it is now 13/11/2025 2 weeks after advising of relocation and still not dstv has been installed and still nobody from multichoice has contact myself or my mother after numourous emails have been sent explaining the negligence we are facing.

In short multichoice dont care !!!!!!!!!

Pathetic service