Pathetic Service

It's a pity that there is not a zero star rating. I have been a loyal DSTV subscriber for almost two decades and I have the worst experience ever with DSTV. The customer service is pathetic. I am not certain if these guys know what they are doing.

I noticed additional debits went off my account for the months March, April and May 2020. I contacted DSTV via its Twitter handle @DStvCare on the 30 March 2020 to advise of the first additional debit in March 2020. This was the only way to contact DSTV during lockdown. After a lot of to and fro, I was advised that this would be rectified at the end April 2020. At the end April 2020 I was charged my normal debit and another debit of R299.00. DSTV via Twitter advised me to send my bank statements via e-mail which I did on 03 May 2020 (Reference ***1). I have had no response from this e-mail address. Upon contacting DSTV via Twitter again, I was told that my account was in order and that no double debits have gone off my account and that there was nothing that could be done. I am certain that somebody else’s debit order is running of my account and hence DSTV cannot pick it up on their side using my account number. What they need to do is use my bank account to trace which other DSTV account is linked to my bank account number. They claim they cannot do this. Since, DSTV could not assist me I contacted my bank to reverse the unauthorised debits of R366.57 for March and R299.00 for April 2020. My bank has to date only been able to reverse the R299.00 debit order for April 2020 and are still processing the reversal of the debit order in March 2020. At the end of May 2020, my normal debit order was debited from my account. Then a day later and additional debit order of R598.00 went of my account (I presume that this was R299.00 for May and the R299.00 I had reversed for April 2020). Even I picked that up.

I eventually got through to the DSTV call centre last week, and the agent assisting asked me to send a copies of my banks statements (again) for April, May and June 2020 which reflected the double debits to ***. The agent assured me this would be rectified.

On 02 June 2020, a person from billing escalations contacts me to tell me that there is no double debit order off my account. This they tell me every time I contact them. what they again fail to understand is that they will not find it on my DSTV account if it is in all likelihood someone's else DSTV account. They requested me to come into the closes offices to clarify. I am not sure what difference me rocking up in person to a contact centre will make. They will tell me the same story even after I have given them my bank statements.

My final avenue is obtaining legal opinion from my attorney or contacting the consumer commission. They simply just do not care! It is no wonder that Netflix is doing so well. Perhaps I should just change to Netflix. They do not double debit their customers.