Payment Reversals & NO feedback

I am not getting a response from the Call Centre and it seems that the billing department is refusing to assist me.

We made a payment arrangement with DSTV to pay off the outstanding account and as of today we have paid off most of it. My service has been switched off a few times in the last few months and I understand that the system automatically switches it off. I phone the call centre and they switch it back on again until all monies owing is paid up.

Below is a timeline of events over the last few weeks: 1. I received an email from DSTV – Thu, Oct 26, 2017 at 8:57 AM, that my Price Lock contract will expire in 7 days and I have the option to renew. I phoned the call centre and asked that they please contact me to renew my contract – which they haven’t.

2. On Sunday 26 November, DSTV switched off my service again and as usual I phoned the call centre and explained the situation. The Call centre agent then informed me that DSTV has cancelled my contract and that they won’t be able to switch it back on until an amount of R10642.14 has been paid.

I asked the agent to explain to me how she got to that amount and she then said that they transferred money from one account to another account. When viewing my Transaction History, I noticed that Price Lock discounts have been reversed and loaded onto my account.

She also said that she will escalated the matter, and someone from Price Lock will phone me back before 16:00 (on Sunday) to sort it out. I asked her if they work on Sunday’s and she said yes. So, I waited, and no one called.

3. On 27 November (Monday), I called DSTV again, and was on the phone for over 23 minutes trying to understand what is happening on the account, why DSTV cancelled the contract and why they reversed discounts?

Again, the call centre agent said he will escalate the matter and someone will call me back. A Sales lady called me a few minutes later, but she was unable to assist me, because it has nothing to do with sales and it’s an account issue. She also said that she will escalate the matter and someone from the accounts department will call me back – again no has phoned me back.

4. On 28 November @ 12:57, I called again and spoke to Nokwazi (Call centre), repeated the whole story and she said that she will escalate the matter – no one has called me back.

5. On 29 November @ 14:25 I spoke to Hector, same story – he will escalate the matter and someone from Billing/ Accounts will call me to sort it out. – Again, no one called me back.

I also asked him why DSTV would cancel my contract, because as far as I understand DSTV is month to month and he also confirmed it and said he wasn’t sure why they cancelled the contract and that something must be wrong with my account.

In the “Customer Terms and Conditions” it states the following:

5.1 We notify you (in any manner, whether telephonically, electronically, in writing or in person) that we are terminating the Agreement with effect from a specified future date, which we may do at any time subject to clause 7.

6. On Sunday, 3 December DSTV loaded an unauthorized debit order to my bank account of R10642.14 even before we could sort it out.

My questions to DSTV is the following:

1. After numerous calls to the call centre, asking them for someone from Price Lock to call me back – why have they still not contacted me to renew my contract? 2. Why has DSTV reversed all discounts on my account – now showing that I owe a hefty amount? 3. Why has DSTV cancelled my contract, without notification? 4. Why has an authorized debit order been loaded on my bank account? 5. What can we do to get the matter sorted out as soon as possible?

So as of today, I received a reply from DSTV saying that because of the arrears they cancelled my Price Lock account and I am now a monthly subscriber owing a huge amount and still no one has called me back to explain where the amounts come from.

And I have to pay a re-connection fee. - But they cancelled the contract.

Can someone please explain to me why DSTV refuses to call me and explain this to me? Or why Price Lock refuses to call me to sign another Price Lock contract (Since September)?