PATHETIC SERVICE - NEW DSTV DECODER MISSING SINCE OCTOBER AND NO RESOLUTION FROM DSTV FOR MORE THAN 2 MONTHS

In the first week of October this year I requested a call back for price lock. An agent contacted me and I signed up for price lock with the new DSTV Explorer Ultra. On the 13th of October an installer came out to install. Upon installation and checking the package, I found my details on the courier bag but the old model decoder that was meant for a Thubelihle,Kriel from Judith Selepe,10 Warble Street ,2273 on the inside. The serial number associated with this decoder and subscriber is A***4.

The installer had to stop the installation process because the decoder was incorrect and he returned the decoder to DSTV.

Since the 13th of October 2021, I have not heard back from DSTV and I had to personally make multiple calls to the DSTV contact centre where NO agent is able to assist or call back with feedback. All I am told is some of the standard responses they are trained to give below

1. Mam I do apologise 2. I have escalated your Query 3. I have requested a callback on our group 4. I do not have a direct line or email address and cannot call back 5. I am working from home and cannot call any supervisor or team leader 6. I do not have a name of a team leader to give you 7. The team leader is starting a later shift 8. Someone will call you back 9. Your query should be resolved in 48 Hours 10. We are trying to locate your decoder and will send a technician to install 11. When we know where the decoder is, we can tell you why you were debited more than the price lock amount. 12. You were debited more because of the additional decoder you took with pricelock 13. Pricelock is a separate department

It is now 2 months later and still nobody has a clue where the decoder that was meant to be dispatched to me and installed is. Surely DSTV can track who picked and packed the Decoder and why the wrong decoder was issued to me.

I called the contact centre again today 09/12/21 and spoke to Reme who gave me a completely different story and stated that there is no pricelock or new decoder associated with my account. Hence she was unable to assist with my regard to were my decoder is or why pricelock was not activated. She too gave me the same stardard responses as mentioned above and the call ended with yet again no resolution. She has however promised to get a Team Leader i.e Maxisomole Kamongo to call me. I have still not received his call or any callback from DSTV since October.

I would like DSTV to provide feedback to me on the following:

1. Why they are unable to track the new decoder 2. Why they are unable to issue a new decoder since the initial one is missing 3. How did Pricelock that I signed up for in October now suddenly non existent on my account 4. Why have I been debited more than the Pricelock amount 5. Get someone senior who is not limited to the confines of their home and who has open communication channels and not just their personal cellphone to call me and advise how this is going to be resolved.

To me it seems there is possible ***** associated with DSTV because a device cant go missing. How many other subscribers have experienced the same?

Some of the reference numbers for calls that I have made are as follows:

1. ***1-i163 2. ***1-i147 3. ***1-i145 4. ***1-i63