Poor/Unsatisfying Service

<p>I am writing on behalf of my in-laws which are pensioners re their DSTV account with MultiChoice.</p> <p>I have to tell the story so that you know what has been happening.</p> <p>They (my parents) have been paying their dstv account EVERY MONTH. Have not skipped a single payment. Approximately 2 months ago it was switched off . When she phoned to find out why, they said that there was an amount outstanding. After investigating it was insurance on decoder which my Mom had also cancelled MONTHS AGO and has never been altered on their system</p> <p>Their dstv was switched on. </p> <p>But EVER SINCE… every 5th or 6th day the dstv gets switched off and then she has to phone again, and every time talking to a different person hearing the same story about the insurance and every time the person says that he/she will sort out. The dstv gets switched on again. </p> <p>The problem here is that EVERY TIME it gets cut off and switched on again my parents have to pay a penalty of R50 to switch it on again and this is NOT THEIR FAULT !!!!</p> <p>It cost my parents money every time they have to phone holding on to sort out which none is their fault.</p> <p>It is the people in the organisation that cannot do their jobs properly or does not know what they are doing. This has been going on and on and as mentioned after a few days switched off again!! Every time they say that they will get back to my Mum BUT NOT ONCE has ANYONE BOTHERED TO DO SO !!!!!</p> <p> </p> <p>My mom-in-law is struggling to walk and cannot stand for too long, and she is also ill but EVENTUALLY they went to Multichoice Randburg and after a while got attended too because she wanted this problem to be sorted out once and for all. A lady took them to a small counter (57) My Mom explained everything to her. She then went away and spoke to her boss and after 2 hours of waiting and standing FINALLY had answers. </p> <p>They will be reversing the insurance amount that everyone keeps on talking about and also the various penalty fees for the switching on every time.</p> <p>All was fine thank you to this lady and her boss (sorry no names taken)</p> <p> </p> <p>About 2 weeks ago AGAIN THE DSTV was switched off. AGAIN my Mom had to phone. This time the person told her that she has not paid (she did) and was told that they would look into the matter and get back her. (never did) but got switched back on again.</p> <p> </p> <p>This morning 21.10.2016 dstv was cut OFF AGAIN !!!!!!!!!!!!!!!!!</p> <p>She phoned and spoke to a Darrian – he told her that the insurance was reversed and all the penalty fees (want to see this) but also her last payment made on the 01.10.2016.</p> <p>Why was the payment reversed and where is that money NOW , he could not give her an answer. Their DSTV is switched off as no one get back to either.</p> <p> </p> <p>I truly think the service that this elderly couple have received from Multi Choice is uterly pathetic and so poor and the fact that they have to continuously phone to sort out. Maybe Multi Choice does not really care about losing another customer.</p> <p>If there is someone at Multi Choice that can give us answers on</p> <p>1. WHAT is going on with their account?</p> <p>2. WHEN will this continuous problem be solved as they are paying for a service which is absolutely pathetic</p> <p>3. HAS the last payment that was reversed been credited back to their accountand</p> <p>4. HAS the insurance monies been reversed and</p> <p>5. HAS all the penalty fees that were charged been reversed as not once was it their fault that dstv got cut off</p>