Payment made and not reflecting

Dear MultiChoice South Africa Complaints Department,

I am writing to formally lodge a complaint regarding unresolved missing payments on my father’s DStv account Dr MP Noqamza, which has resulted in repeated and ongoing service disruptions despite full payment having been made.

On Thursday last week, my father made two EFT payments via his ABSA banking app, as he has done reliably for many years. The payments were as follows:

R1,420

R80

These two payments were made consecutively to total R1,500, covering the full invoiced amount of approximately R1,426.39 This payment method has been used monthly for years without any prior issues.

However, neither of these two payments has reflected on the DStv account, and as a result, our services have been repeatedly suspended. This is despite the fact that the payments were successfully processed by the bank.

We have taken the following steps to resolve this matter:

Contacted the call centre multiple times

Sent proof of payment via email to a call centre agent named Zanele, who confirmed that she would escalate the issue

Visited a nearby MultiChoice service centre in Margate, where we were told that nothing could be done until the payments reflect on the account

Engaged with the WhatsApp chatbot on Tuesday, where we were again assured the issue would be resolved

Despite all of this, nothing has been done, and it has now been seven days.

To make matters worse, when checking the DStv app on Sunday, the “amount owed” (which we dispute entirely) had increased to approximately R1,520, even though payment had already been made. In an attempt to avoid further service disruption, my father paid an additional R120, using the exact same EFT method.

That R120 reflected immediately on the account, proving that:

The payment method is not the issue, and

The original payments of R1,420 and R80 should also have reflected

The R120 reduced the outstanding balance to approximately R1,430, yet our services were suspended again today. We have now woken up once more with no DStv service, despite having paid.

This situation is unacceptable. We have done everything required of us as paying customers. The payments were made, proof was supp****, follow-ups were done repeatedly, and yet the issue remains unresolved.

We demand the following:

Immediate tracing and allocation of the R1,420 and R80 payments to the account

Immediate restoration of DStv services

Removal of any incorrect outstanding balance and charges

A written explanation as to how this failure occurred

This issue needs to be resolved urgently. We are exhausted from repeatedly contacting support channels with no resolution, and we should not be penalised for an internal processing failure on your side.

Please treat this matter with the seriousness it deserves.

Regards, Dr MP Noqamza ***