Poor customer service (MultiChoice)

I am disappointed and frustrated about the manner in which my recent contract renewal enquiry was handled.

I have been a loyal DStv customer and was on a 24-month contract that was due to expire on 26 August 2026. On 17 July 2026, I received an email communication from MultiChoice inviting me to renew my contract before its expiry date and continue enjoying the benefits available to loyal customers.

Acting on this communication, I contacted DStv Customer Care on 26 August 2026, the very day my contract expired, to renew my agreement. I was assisted by Ntombikhona Nkosi, under Call Reference Number: ***. To my surprise, I was informed that the contract could no longer be renewed and that I was no longer eligible for the renewal offer.

I find this explanation both unreasonable and unacceptable. My contract expiry date was 26 August 2026, and I contacted your call centre on that exact date. Logically and contractually, the agreement should still have been active until the end of that day. It is therefore difficult to understand how my eligibility for renewal and the associated loyalty benefits could have been withdrawn before the expiry date had elapsed.

When I requested that the matter be escalated, I was advised that the Team Leader, Kutlwano, was unavailable to take the call. No alternative escalation path was provided, leaving me without resolution and further compounding my dissatisfaction.

This experience reflects very poorly on MultiChoice's commitment to customer service, particularly towards long-standing and loyal customers. It is deeply concerning that a customer who follows the instructions contained in your renewal communication is then denied the opportunity to renew on the very day that the contract expires. Such treatment is not only frustrating but also undermines customer trust and loyalty.

Frankly, the level of service I received was beyond appalling. Loyal customers should not have to fight for benefits that were explicitly communicated to them. Experiences such as this help explain why MultiChoice continues to lose customers, as it appears that customer loyalty is neither recognised nor valued in practice.