Poor Service - Billing Issue

Sadly, trying to talk to a DSTV agent these days is extremely difficult. Dealing with them through WhatsApp, IVR, Twitter,.... can be frustrating! The options available on a couple of these channels, do not include the ability to raise a billing issue. They will tell you how much you owe and send you a link to pay, but no option complain!

My issue, simply put, DSTV did not disconnect my holiday card on the date requested (23rd Sept 2019). On the 29th Nov 2019 I was going to reconnect this card when I noticed that it was still connected and the bill was through the roof. Bearing in mind that the DSTV policy is to automatically disconnect holiday cards every 30 days. I eventually managed to get through to an agent on Friday (6-12-2019), explained the issue and requested that they listen to the voice recording and make the necessary correction. The call centre agent stated that a query was logged and can I follow-up on the following Monday. (Why should the customer be following up?)

Now I'm dealing with DStv via Twitter (@DStvCare) , they are aware of the issue but have still not managed to listen to the voice recording. A voice recording that is less than 3 months old and should still be available in real-time (I do not believe it's been achieved yet!).

What really is frustrating is the lack of communication from their side, the inability to provide a timeline and the fact that they don't disconnect the card after 30 days as per their own policy. It's hardly surprising more and more premium subscribers are moving to the likes of Netflix.

Come on DStv this isn't difficult!