Please send new Explorer at Centurion as Donovan promised my R420 that paid for insurance of the decoder i am nolonger using .for a months i paid for services a never usded

Good morning

I bought Explorer decoder and requested Multichoice to insure and they never did . I was still paying for the other decoder which I requested them to cancel and insure the new one. my Decoder was giving me a message disk full I took it to Centurion Multichoice, the guy that assisted me said its faulty and he cannot exchange it because its not insured and I was surprised, I must pay R600 in order to exchange, I send insurance and email as he advised . I called Insurance on the 30 July 2018 whoever I spoke to said he will speak to the manager listen to the telephone recordings and get back to me and they never called . I called again on the 05 August 2018 spoke to Reabetswe and she promised to call back and give feedback and never did. I called spoke to Bheki Mdlongwa I think it was on the 07th August 2018 12h13 and he confirmed that I did request for Insurance on my Explorer and it is not my problem that they did not insure that decoder and he said Multichoice is owing me R420 for the insurance for the other decoder that I am not longer using. they must refund me and he also said I cannot insure the faulty decoder. I send an email to complains dragging with the investigations and I am the one who is calling I called again on the 23 August 2018 spoke to Donovan promised to send an email to people who have to deliver the new decoder to send it to Centurion because when we spoke I said I am closer to Centurion mall even today I have not receive the decoder , yesterday 04 September 2018 I received a letter of settlement via email from Donovan Arries copied Dlunge Nxumalo, Mashudu Tshilongane dated 31 July 2018 Customer number: ********** 4 NMS Insurance Services (SA) Limited MULTICHOICE CITY, 144 BRAM FISCHER DRIVE, RANDBURG 2194 PO BOX 1502 RANDBURG 2125 SOUTH AFRICA TEL ********** REG NO *** A SUBSIDIARY OF NASPERS LIMITED. VAT NUMBER ********** 831 DIRECTORS: Y. ANG (SINGAPORE), S. BRASSEM (DUTCH), D. ERIKSSON, W JANSE VAN RENSBURG, R ROSE, B TAYLOR NMS INSURANCE SERVICES (SA) LIMITED IS A REGISTERED INSURER AND AUTHORIZED FINANCIAL SERVICES PROVIDER. FSP LICENSE NUMBER 48754 31 August 2018 Customer Number: ********** 4 Insurance Policy Number: N/A RE: Discretionary Claim Settlement- Faulty Explora decoder. Dear Miss Chauke, We refer to your email dated the 07th August 2018 regarding your request to activate insurance on your Explora decoder and we would like to provide you with the outcome of our investigations. Unfortunately, insurance remained active on your old unused DSD1110 decoder until it was ultimately cancelled on the 31st July 2018. We apologise for the inconvenience experienced with regards to insurance not activated on your Explora decoder which is not faulty, and you are unable to claim. Therefore, in the interest of resolving this matter and without prejudice, we herein make a discretionary settlement to activate insurance on your faulty Explora decoder for R35.00 per month and waive the 3 months waiting period. (attached is our Policy wording). We trust that the above is in order. Kind regards Donovan Arries Senior Manager: Regulatory, Operations and Compliance NMS Insurance Services (SA) Limited NMS Insurance Services (SA) Ltd is a registered and authorised FSP for DStv Decoder Insurance. License 48754. MultiChoice (Pty) Ltd and MultiChoice Support Services (Pty) Ltd are juristic representatives of NMS Insurance Services (SA) Ltd for DStv Decoder Insurance.

I am being punished for someone who did not do his or her job and paying services that I am not using I cannot catch now ,rewind , record or fast forward because of somebody who did not insure the decoder now to exchange I must pay R600 and it is not my fault .Donovan promised new decoder as a Senior Manager he never did .Everyone I spoke to is saying different story. This matter has been dragging for a months and coupler days. Multichoice you owe me a new decoder R420 and for a months I have not been using my services and paying for mala.

Thank you

I hope I will be assisted urgently as this matter has been dragging for too long.