Poor customer service

I am writing to express my dissatisfaction with the services I received this evening from your call centre agents. I contacted your call centre regarding my balance and encountered issues that have left me quite frustrated.

I have an advance amount on my account that should cover my premiums for January. Despite this, I have been receiving messages on my account indicating that I need to make a payment before January 5th. Approximately five months ago, I requested my account to be paused as I was out of the country and not using the services. At that time, my account had an advance amount of R509.

On November 23rd, I called to request my subscription to be reconnected. The agent I spoke to assured me that my account was in advance and would cover my December premium. I then insisted on making an additional payment of R650 to ensure I would be in advance for January.

However, when I tried to follow up with your call centre, I first spoke to an agent named Akhona. Unfortunately, our call was cut off unexpectedly. After redialing, I managed to reach Akhona again, but the line cut off once more. I then connected with another agent, Nelisiwe. After explaining my situation—which included my previous conversations—her reply was, "What seems to be the problem?" which was disheartening after my previous challenges with getting the necessary assistance.

It would be beneficial for the team to prioritize hiring individuals with strong telephone skills to enhance customer satisfaction.

While I appreciate the breakdown of my bill, which I have included for reference from your Dstv WhatsApp :

- Amount owing: R-520.91 - DStv Compact Subscription: R469.0 - Total Amount: R0.0, due by: 2025/01/05 Thank you for your attention to this matter.