Poor Customer experience, *************

Firstly thanks for you time for reading the below.

In March i have seen a deal online which was advised on the website regarding to the Explora 3 decorder for R449 a month which includes installation, access fee, compact subscription package & wifi connector & the decorder. I requested for a call back on multiple occasions which i never received. Then i reached out to DSTV over FaceBook Messenger also on the 24/03/2021 which i provided all my details for a call back, whivh then i recieved a call on the 29 or 30/03/2021. While speaking to the call center agent, the call got disconnected which in a normal call center environment a customer would recieve a call.However i did not receive a call back till date feom the employee of DSTV who i spoke to from the PriceLock team. Then i sent numerous messages on FB messenger requesting a call back regarding to the deal which i have seen online and always being told that my information has been escalated and someone will call me back in 24hrs to 48hrs however till date no one called me back regarding thisA note has been left on my account regarding the above and i was advise that someone will call be back but however no one has till date.

I reached to the pmtplanqueries teams around this incident which a lady by the name of Nthabiseng Lethoko reached out to stating this on her email "Kindly be avdised that we have escalated to our sales team to assist with contacting you and completing R449 price lock deal, please be advised that they will contact you 14th April 2021 before 10AM

ENQUIRY REFERENCE NUMBER : ***9

Please also be advised that we will do follow with you on the 14th April 2021. We are committed to providing you with excellent service, please do not hesitate to contact us should you need further assistance. However this was not the case as the issue was not resolved, which then i sent numerous emails and till date i have not even received a response from her around this. Note this was all happening in April which i always been told that the matter is being escalated and i would recieve a call back in 24/48hrs however no one seems to take action nor seem to understand the frustration it takes to get an update daily when calling and wasting my time and airtime. Then i logged a formal complaint on hello peter on the 24th which the response team was wuick enough to respond saying once again i receive a call back in 24-48hrs. Also saying matter is being looked at and i will recieve a call back which once again nothing. Then i reached out again on the 29th as i still never receive a call back which once again mentioned i will get a call back in 24-48hrs.

Then on the 5/05/2021 i recieved a call from Patricia Selebogo mentioning that they can provide me with a service however not at the deal i have, but what they can do is give it to me at R499 then refund my account for R1200,Price Lock Compensation: ***7, which at this point i was fed up and just wanted the service due to my 3 year old daughter and she's been asking my continously for her channels to watch and keep on telling her it will be resolved soon. Then an agent called me up signed up for the above deal agreed with Patricia and was advise that my service will be delivered and installed on the 18/05/201-DStv confirmation SMS: Your contract with ref no. 5VJD3T is now active. Installation is scheduled for 18 May 2021 At 09:00 AM with service provider. To track: https://www.dstv.co.za/get-dstv/installers/tracking/#sign-in/.

I called the installer on the 14/05/2021 to confirm my installation date which he advised that he has not received my package and my installion date has been changed till the 24/05/2021.Note that my installation was meant to be conducted on the 18/05/2021 as per the Sms confirmation. This is really an inconvenience and time wasted when this should of been sorted on the 18th. I still till date have not even recieved a call explaining or confirming the change of my installation date which no one seems care. Then i called in to an agent to get it resolved which she advise she escalated it ENQUIRY REFERENCE NUMBER : ***5 to the fresh desk team which they advise a call back but nothing till date. Apparently there was an issue with my order due to a sales order which is not my issue and i wanted a full explanation as to why i was not informed it was moved. However as per installation date being moved till the 24th, i called in numerous occasions from the 17th till 21st ensuring that the packaging to be delivered and installed on the 24th however nothing as per the text i would of have my services however guess what a surprise nothing done.

I am having numerous issues currently with MultiChoice and am really thinking of canceling my service due to poor service and promise stuff but not actioning. My complaint has been going on far to long and this doesn't seem to getting any better but worst. From getting a package till installing it.

My thoughts are simple, if this is the type of service that i am receiving currently what is going to happen when i am in the contract. This is disgraceful service and wasting my time every second day to call and ask for feedback nor anyome seems to know whats the number for the pricelock team. MultiChioce is one doesnt matter what sub campaigns there is, but the fact remains everyone falls under provider which is multichoice.

I wasted 2 days of leaves by taking off from work which i wont get back, plus i have a child who is asking daily for her channels and crying daily, my wife asking what the hell is going on as she can't even watch her programs ,i am calling up daily wasting my airtime to find a solution but it doesnt seem to be getting right, i want all my time wasted and airtime spent to be reimbursed and compensated. Note i have all the evidence on mails with reference numbers.

I would like my account to be looked at the number of interactions and references numbers i had with different people and the CFO, CEO or the head client to call me back in 12 hours no later.

Your feedback with be appreciated if you'll do value customers and show that we do mean alot to you'll.

Regards José