Poor service

I am writing to formally express my disappointment and frustration with the service and incorrect information I have received from DStv agents regarding the reconnection and billing of my account. On 04 January 2026, I contacted DStv to request a reconnection of my services. I was fully aware that a pro-rata amount and a reconnection fee would be payable. During this call, I specifically requested the agent assisting me to cancel one decoder, keep the decoder that is on a payment plan, and provide me with the total amount required to settle my account. The agent confirmed this on a recorded line and assured me that:

Only the decoder on the payment plan was reconnected

No add-ons (including Showmax) were added

The amount quoted was the correct and final amount payable

I made payment based on this information.

Four days later, on 05 January 2026, I called again to reconnect my second decoder and queried why there was now another outstanding balance, despite having settled my account. I was then informed that the system had incorrectly charged a Compact Plus amount linked to an “Upgrade on Us” reward from late November/early December, resulting in an additional R104 outstanding. The agent requested a reversal and advised that it would be approved within 24 hours.

Despite this assurance, today my services were disconnected again. I was further advised by Samiz and her Team Leader, Amanda Kota, that I had been given an incorrect amount on 04 January 2026, and that my services were only reconnected for 24 hours, as there was still an amount outstanding.

My concern is not simply about restoring my viewing. My concern is the repeated incompetence and incorrect information provided by your agents, which has resulted in:

Multiple lengthy calls made at my own expense

Incorrect billing amounts being quoted

Service disruptions caused through no fault of my own

Being expected to pay reconnection fees due to DStv’s internal errors

Your system should be able to accurately calculate pro-rata charges and outstanding balances. I should not be penalised for system or agent errors, nor should I be expected to repeatedly follow up to correct mistakes made by DStv.

I request:

A full explanation as to why I was quoted incorrect amounts on multiple occasions

A reversal of any reconnection fees or penalties arising from these errors

Confirmation that my account is correctly billed and fully reconciled

Assurance that my services will remain connected without further disruptions Reconnecting my services for 24 hours does not resolve this matter. I expect accountability and a permanent resolution.