PAYING FOR SOMETHING WE DONT HAVE

DSTV PRICE LOCK- This has been a long road with DSTV and am actually not sure where to begin Our old DSTV (SILVER ONE) got damaged and we decided to upgrade after a Price lock agent called us. Multichoice delivered two decoders around December 2020 to our house, with no clear instructions as to what would happen next, at this point we started paying DSTV as the package had arrived. We called DSTV call centre in January, as we were stuck with the decoders and no installer. Upon calling we were told to that the Price lock team would send a installer and I could not be transferred to them as they an outbound team. No installer came and we kept sponsoring DSTV even though we had no DSTV by playing. On the DSTV app we could see that the services were active and the balance at one stage increased to about R849 and we were paying every billable amount we saw cash not via debit. There has been no month were I never called DSTV to ask what's happening with the installer ,I called numerous times and mind you their waiting call time is pathetic as I even waited for 30minutes just to get help or a agent places you on hold for long. Around end of March I called DSTV and a agent explained that I need to be the one who calls the installer and gave me several installers numbers, one of them promised to come and when I followed up he said its Easter and he has to go stock up and can only assist after Easter weekend. I called another Installer who came on the 06/04/2021 upon his arrival he called DSTV and thereafter he notified us that the decoders were not registered at MultiChoice and he was told over the phone that the Decoders would be collected and then we would get new ones. Therefore there was nothing he could do until MultiChoice resolves this problem but assured us that he will make constant follow ups, till date he has been calling us and trying to help us resolve this issue and we thankful for that. Problem dragged and dragged , Multichoice never collected their decorder and I still had to pay as I got billed again for something I could not use. On the 04/05/2021 I called DSTV and spoke to a agent who actually explained to me that the price lock team registered the wrong decoder number for us and hence we couldn't use these decoders she further advised us that she would register the correct ones and have it active. I explained to her my frustration and that I was no longer even interested in their serviced and should just cancel the price lock and collect their equipment. The agent asked me to hold while she speaks to her manager about my issue, she then returned and explained that her manager is aware of my escalations and they would refund me and activate the two new decoders. I told her to Cancel everything and return my my money! She agreed and gave me instructions to cancel with price lock and insurance . I was then transferred to the relevant department to cancel of which I did and sent emails cancelling to '***' and '***' . I was promised to get my refund on within 3-5 working days and till date I have not received it. On the 11/05/2021 I called in and asked to speak to a manager as I needed to follow up on my refund and I was transferred to Samantha Booi (Manager) this lady know nothing about Customer care its even appalling that she is a manager , yet her agents have better customer care. She didn't want to understand and straight forward told me that the agent gave me the wrong information and I was not going to get any refund, because I had been on a call with them for 1hour, I asked her to call me back and she said she would, till date I guess she's still calling.

All I am asking from Multichoice is for them to refund me my money from January till date, because I have no decoders installed and not enjoying what I have been promised and paid for.

My Customer number is ***8