Payment portal glitch. One payment but triple billed and Multichoice dstv unwilling to refund customer

It is unfortunate that there is repeat technical glitch related to my dad's dstv streaming service.

On Sunday, 30 May 2021, a payment was made via the MyDStv app payment portal for the amount of R295 for family package streaming service. The Nedbank Money App payment option was selected and straight after the pin number was punched in to confirm the transaction, an error message came through twice indicating that the URL for the site was not recognized and then it seemed as if the transaction was terminated. Nothing went off from the bank balance at the time but then the instant EFT option was selected to make the payment for dstv and that processed without issue and within 30min the payment was reflecting on theMyDstv app and I was able to retrieve proof of payment for that transaction.

The following morning, and additional R590 was gone from my dad's bank account and it shows that a card payment went through for TWO dstv transactions! This was reflected on the Mydstv app as a R590 credit.

I contacted the multichoice call centre 31 May and it was told the refund would be done as soon as the money reflected with multichoice. I called back later on it was said the money reflected and the guy handling the call processed the refund. He said it would take 24hrs to reflect. Nothing reflected in my dad's bank account until Friday that week and I had to call again. It was promised the refund will be processed during that day and nothing is in my dad's account to this day, 7 June 2021.

This was a technical error clearly and the money is with DStv but they want proof of payment from a card payment. They know the money is in their bank and know whose bank account the money came from, but now we have to pay for calls and pay for a bank statement of some sort to prove payment as if the problem is on my dad's end. This technical error puts my dad in a financial predicament as he has medical bills that requires immediate payment and this money is not in his account! This is a person who has had a stroke and now has a new medical difficulty and is now put through more stress thanks to Multichoice's technical and financial department shortcomings and rules! My dad is so fed up and says he thought dstv streaming service and payment thereof would be without worry, but now he doesn't even want ANYTHING to do with dstv anymore as a result of these issues.

DStv, you will be losing a customer without a doubt. This is unnecessarily poor service!

Mr Graham Visser