Poor Services

Your Consultant Thembekile doesn`t know what is customer services, don`t ever let her contact me/interact with me, ---------- Forwarded message --------- From: Johan Jacobs <***> Date: Tue, Feb 27, 2024 at 6:35 PM Subject: Re: [EXTERNAL] Account Number: ***5 To: CEO Office <***>

Good Evening,

I don't see any screenshots and I`ve requested for my query to be escalated to your CEO, by law I have the right to request for my query to be escalated to the highest authority in an organization, and

I don't want to interact with you going forward, don't email me and don't contact me.

On Tue, Feb 27, 2024 at 6:10 PM CEO Office <***> wrote: ENQUIRY REFERENCE NUMBER : ***3

Afternoon.

Please make sure to review the screenshots I've sent to you, where you are specifically advised that Showmax will be billed separately when you downgrade to DStv Family subscription.

The emails confirms you were made aware of the above and that you would be paying R 448.00 for the package moving forward.

You've forwarded enquiry number ***1, this is the same email trail I have made reference to. This email trail confirms what I have advised above.

We apologise that we could not come to an amicable conclusion.

Regards, Thembekile Khumalo Office of the CEO

On Tue, 27 Feb at 4:53 PM , JOHAN Jacobs <***> wrote: Good day,

How convenient it is of you to find no calls, if you can't find the calls that proof that what I'm saying is true then it's not my problem, you are supposed to keep the calls that are recorded, I'm not going to let this go, I'm not going to be treated unfairly, escalate this matter to the CEO of dstv, maybe he will get the calls for the downgrade, I'll log complaints on hello Peter, Facebook and other other platform that I can get hold of if this doesn't get resolved,

On Tue, Feb 27, 2024, 16:30 CEO Office <***> wrote: ENQUIRY REFERENCE NUMBER : ***3

Afternoon.

Thank you for taking my call.

As discussed:

We do not have a DStv Family Price Lock package that includes a Showmax subscription. You were previously on DStv Premium subscription, which includes a 100% discount for Showmax. You then downgraded to DStv Family subscription as of 01-02-2023, the above 100% discount no longer applies on DStv Family.

Unfortunately, the offers to resolve this dispute are no longer on offer because of the below.

We cannot find calls for the downgrade but found emails where you were advised that Showmax would not be inclusive and an additional cost:

Regards, Thembekile Khumalo Office of the CEO On Tue, 27 Feb at 3:35 PM , JOHAN Jacobs <***> wrote: Good day,

Please go through the emails and you will read that I dispute the fact that I have to pay for Showmax, she never advised me that I'm going to pay extra now, did she said in the emails that I will be charged extra for Showmax, I'm still saying that showmax was part of my contract and my contract hasn't expired yet???? Escalate this matter to your seniors

On Tue, Feb 27, 2024, 15:19 CEO Office <***> wrote: ENQUIRY REFERENCE NUMBER : ***3

Afternoon.

Apologies, perhaps how I've communicated the amounts is the issue.

Kagiso advised on R 448.00 a month in her email to you from January, you are now being charged R 456.00 a month.

The additional R 8.00 is from the decoder insurance. Please see a screenshot of the email and your response below:

Regards, Thembekile Khumalo Office of the CEO ***3:986130