POOR SERVICE / SYSTEM ERROR

Good day

Dear DStv Customer Care,

I am writing to express my deep dissatisfaction with the recurring issues I have been experiencing with your service. Every month, without fail, my account gets disconnected despite being in good standing. This has become more than just a minor inconvenience — it is now a recurring frustration that I should not have to deal with as a paying customer.

To resolve this issue each month, I am forced to spend approximately R50 making phone calls to your call centre, simply to ask why my service has been cut off. The response is always the same: a vague explanation about a "system error," followed by a hollow apology that lacks sincerity or any sign of accountability.

What makes this situation even worse is the poor attitude and lack of professionalism displayed by some of your call centre agents. Instead of assisting with empathy and efficiency, they often talk back, offer no real assistance, or drop the call mid-conversation — with no attempt to call back or resolve the matter. This is completely unacceptable and shows a disregard for your customers’ time and patience.

I expect better from a company of your size and reputation. The poor service I have received has made it unnecessarily difficult to enjoy the product I am paying for. I am therefore requesting the following:

A thorough investigation into why my account is being disconnected every month.

A resolution that ensures this issue does not happen again.

Reimbur*****t for the airtime I have spent repeatedly calling your call centre due to your system errors.

An improvement in how your customer service agents handle queries, especially in cases where your system is at fault.

Should this issue persist without meaningful resolution, I will be forced to consider alternative service providers and escalate the matter to regulatory authorities.

I hope to receive a prompt and constructive response to this complaint

Kind regards, Hlekani