PAY NOW on DSTV Self Service - Load of ****!!

Dear Manager of DSTV

I am utterly disgusted in DSTV. For one the words “client service” DOES NOT” exist in their vocabulary. I am a premium subscriber and normally pay over the counter with no problems, yet on the 2nd Dec 2018 I was not close to a pay point and thought why not make use of the DSTV Self service app. I logged in and saw the “pay now” option which I clicked on and takes me to the “pay u” step. I did the necessary and confirmed the amount and payment went through and immediately received my SMS notification. I called DSTV told the agent I made the payment and she said it will take 24 -48 hours to reflect those payments. 3 days later (5th Dec) I get an SMS from DSTV to say that I must pay the instalment or my services will be suspended. I called my bank they confirmed that the amount of R916.67 was cleared to DSTV on the 4th Dec 2018 already. On the 6th Dec I called DSTV and spoke to Nompumelelo Twala and explained and emailed her the proof of payment (which was a transaction history) as the amount went through as a purchase and not a payment. Which is NOT my fault as this is what the Self-service “pay now” app did. I emailed it and received confirmation to say that the proof of payment was received and will be attached to my account. On Saturday, 8th Dec 2018 my account was suspended. I called AGAIN and spoke to Palesa Morhale and explained what happened she then said “I” must go to my back and get a proof of payment and send it in a pdf format. I then refused as this is NOT, MY as the customers fault. Again, the self service pay now option took payment as a transaction and not a payment. HOW IS THIS THE CUSTOMERS FAULT. Cleary it’s a system error. At the end of the day R916.67 is out of my account and with DSTV. The payment needs to be tracked down from DSTV side NOT me running around like a headless chicken!!! There is a transaction number on the transaction history sent. She, the agent kept saying I must do this, and I must do that which I at this point was fuming. I requested to speak to a Team leader and was put to Lebo Mavuyo, AGAIN had to repeat myself and said that I now refuse to hear anything and that Her manager needs to give the “proof of payments department” (who I must forever hear about)’s manager the approval to make an exception for the proof of payment (transaction history) as AGAIN is NOT mine as the customers fault. She said that she will “make a note” and notify the “proof of payments dep”. Then today, 10 Dec at about 08:20 I called to check if this **** has been fixed. Spoke to Busisiwe Kubeka who told me that she can see the proof of payment but the “proof of payments dep” said they can’t accept. I told her I want to speak to a team leader, I then waited 15 MINUTES (no curtesy to say thank you for holding I’m still waiting on my team leader, nothing) then after 15 minutes she comes back and says “sorry I am unable to get hold of my manager. I then told her it is unacceptable and that I want someone from the “payments department” to call be back before 12am today (10 Dec 2018.) I said to her that if the “payments department isn’t accepting my proof of payment why didn’t they call me, she says “they only email” well then why didn’t they email me, and she wants me to confirm my email address. I then told her my email address has always been the same and have it opened and not one email. Told her I demand a call before 12pm and refuse to speak to her any longer. At 12:45 pm not a phone call or email. I now DEMAND that this be sorted out ASAP and that any R50 that was charged on my account for the “incorrect” disconnection on Saturday 8th Dec 2018 be reversed with IMMEDIATE EFFECT. I EXPECT A MANAGER TO CALL ME BACK TO SAY THAT THIS HAS BEEN SORTED OUT AND ALSO A FORMAL LETTER OF APOLOGY BE EMAILED TO ME.

Regards A VERY ANGRY CUSTOMER !!!