Pathetic service from Multi Choice and it's call centre agents

Good day.

I am absolutely disgusted and disappointed with the level of service that I received from Multi Choice.

We are working people and don't have time for child's play or the run around that Multi Choice is giving us.

Multi Choice's call centre lacks people s****s, training and the manner on how to deal with clients. The staff need proper training(Including the team leaders).

Our Dstv account and debit order is on my fiancé's name.

The debit order date for deduction is on 23rd of every month as per voice log/agreement with Multi Choice.

This month on the 24th of February 2018, my fiancé received an sms stating that the debit order went off on the 24th of February 2018(This is recognized as an unauthorized debit if not debited on the discussed date as per voice log).

25th February 2018, 8:37pm I called into the call centre if they received the funds and is everything fine on their side.

I spoke to a call centre agent by the name of Sicelo Zwane to enquire if everything is fine and if I won't encounter any issues. He reassured me that the debit order went off and the account is upto date. I asked a number of times is he sure, he said yes he is sure. I asked him so does this mean that Multi Choice will not disconnect our service. He reassured me again. He gave me a reference number: ********** 3-i46.

I usually switch the Tv on in the morning for the morning news.

5th March 2018, I have noticed that the service was disconnected.

8th March 2018,I called the call centre again to find out what is happening.

I spoke to a called centre agent by the name of Zakeleh Msimanga. This consultant was being out right unprofessional and speaking in the manner which he pleases.

He said that the service was disconnected because of nonpayment. I tried to explain to the agent that I know that the other agent reassured me that the service won't be disconnected. He tells me that after a certain amount of days the debit order comes as paid or unpaid. I tried to tell him that the other consultant did not make me aware of this. If I was aware of this I would have told my fiancé to go in to the branch to confirm if the account was paid or not. Zakeleh gave me a mouth full. I told him that I will report him for the way that he is conducting himself towards clients.

I then asked him for a reference number for the call and to transfer me to a team leader.

He did not give a reference number, he just transferred me to the team leader.

The name of the team leader is Moenieb Devries. He wasn't of any assistance and didn't assured me that he would investigate the matter.

He just said that the payment came back as unpaid. I told him that the advertising is false and at the end of the day the debit order did not help our situation. The debit order is scheduled to go off from the account on the 23rd of every month(not any other day besides that agreement date). I told him that I will take this matter further, he didn't have much to say about that. The call reference is ********** 3/I50.

Dstv's advertising is false advertising and an inconvenience.

I want this service to be reconnected because it is not our fault that the account was debited on the wrong date(it is Multi Choice's fault). That debit is unauthorized for the 24th and can be seen as a ********** debit.

Multi Choice is causing an inconvenience for us.

I will take Multi Choice further for falsely advertising that when you change your payment to debit order, you will be avoiding hassels.

Because Multi Choice can not keep to the agreed apon debit order date, Multi Choice wants us to run around for their errors and mismanagement.

I will not be held liable for others errors.

I will be going to the news papers, Financial Services Board, CPA and other publishing routes to expose this matter.

Kind regards.

Sarisha.

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