PRICE LOCK **** DSTV A ***** and JUNGLE Call centre

I want to express my utter disgust at the poor service received from DSTV, i was prompted by them to do a debit order for my account with them which i did. Then this month 27 August an amount of R9.61 only was debited from the account instead of the normal debit order of R961.00. I only realized this when the services were disconnected. I then contacted the call centre and was assisted by Xolani from Finance who said they will double debit the amount of R1897 and minus the re connection fees as this was not my fault but that of the system upgrade by DSTV. He then agreed to debit the money on the 27th of September 2019 which is my pay day and also to connect me immediately which was done that day, however this service was then disconnected this morning. I then called in and Spoke to to Sharon who assisted me very well and was polite she logged a call or query or me with Finance and told me that they would come back to me after a couple of hours, i than thanked Sharon for logging the call but requested to speak to the Team Leader as I was dissatisfied not with Sharon but with DSTV and wanted to tell the Team Leader to escalate this query even further or even reconnect me as I was not at fault but my airtime cut the call so I had to call again and start at the queue again. I then called, held on and got through to Sphamandla who after I requested to speak to the Team leader told me to tell him the story again, i did being very frustrated then he told me that its not the fault of DSTV but that of my bank as they did not honor the payment. i then told Sphamandla that DSTV advertises the debit order services and even prompted me to do a debit order service my bank had absolutely nothing to with my bank. I then insisted to speak to the Team Leader or supervisor and he went to fetch her. Charnel Vivier the "Senior Umhlanga Supervisor" that lady did not apologize for keeping me holding or thank me for holding for using my airtime holding on for so long being utterly inconvenienced, she just said Hi I am Channel, I then told her my story and she told me that my query has been logged and I need to wait until Finance or whoever it was logged with comes back to me. I asked her how long that will take as I am being inconvenienced on Heritage day, she rudely told me that she does not know and i will have to wait. I then asked if she cannot reconnect me or put me through to Finance and she said not she cannot do both I just have to wait. She was so rude and uncaring I ended up yelling at her to do something as a " Umhlanga Senior Supervisor" she did nothing but rudely tell me she will not do anything for me. I have never come across such a rude and disrespectful "Senior Supervisor" she could not even ask for a proof of payment and go the extra mile to assist me since I was not at fault. She just kept on arguing with me I told her I am angry, my airtime was nearly finished and its not my payday, my bank the one that Sphamandla said is at fault has an ebucks rewards programme which I used to buy airtime to cal such rude people, hold and be ridiculed. I need something to be done about Channel, she needs to apologize to me for being so uncaring and not having Ubuntu, she should know better as a "Umhlanga Senior Supervisor" as she calls herself. Supervisors must not argue with customers they need to listen and try as much as they can to assist the customer. This was not the case with Channel she does not care about anyone but her title. Please listen to the voice recording and tell me if she is supposed to aggravate the customer to that length. She must stop entertaining the junior staff at the expense of the customer and needs to show courtesy and a willingness to assist. She needs to listen and not just answer without hearing our plea. She is so unhelpful in fact Sphamandla was better than her even though he is an inexperienced junior. I need feedback on what was done to Channel and she said her Manager was in a meeting after I requested to speak to someone higher than her because obviously what I was asking her was beyond hr pay grade and she is the least effective "Umhlanga Senior Supervisor". Please send her back to training so she can better appreciate customers and learn to put their needs before her own silly ones. She needs to stop competing with customers and start respecting them. She must start by apologizing of her behavior. If I had heard " I am so sorry for what happened Ma'am can I please check your account and see what I can do from my side" I would have been very happy and would have not stooped to yelling the the "Umhlanga Senior Supervisor aka Channel Vivier. She could have tried to emphathise with me and made sure that the errors caused by DSTV were fixed without us fighting. She then dropped the call and I had to start again and call as I needed my service to be up and running. After holding again I got through to Ayanda whom I told my story to once again and asked for the Team Leader or whatever they call them. He went searching for her came back to tell me she told him that he needs to log the call with "Lord knows who" and they will come back to me. I then asked what was the name of this team leader and he told its Matilda. I then asked Ayanda what is her surname and he said if doesn't know anything about her, I then told Ayanda to go and ask the Team Leader/ Supervisor to come to the phone and speak directly to me and stop making Ayanda a post office between her and I. She eventually came back and greeted me her name is Mathilda Mfeka she then got straight to telling me I need to log the request and they will come back to me after a couple of hours. I then said to her is there nothing she can do from her side. i then told her how upset I was and what has happened to me this whole time and at her for not acknowledging my pain and trying to make it easier. Well I must say is waaaayyy better that the ' Umhlanga SENIOR Supervisor" called Channel Viviers as she politely asked for my details went to my account and then said I must send her my proof of payment which I did. the connected me and sent the query to Price Lock for them to follow up and that was that. I must say even though we started on a bad note she turned out better (Mathilda) and showed compassion and Ubuntu and I appreciate her service. I was not very nice to her but she overlooked that and proved that she is the bigger person by far and most importantly she takes her role seriously. Please train the "Umhlanga Senior Supervisor" Channel Viviers to be more like Mathilda Mfeka. She is not a customer I cannot stress enough my unhappiness at her inability to help me. I am formerly laying a complaint against Channel Vivier and I need feedback from her senior.

I then want to say to DSTV Price Lock, that I am extremely unhappy and the inconvenience they caused me, they deducted R9.61 instead of R961.00 then they switched off my services as though I was at fault. Then they did not even send me an sms to notify me of their error and an amicable solution for this instead my holiday was ruined and I was left to fend for myself in that jungle call centre were the consultants and their team leaders are so rude. I should not have to pay the full amount and I need someone from Head office to come back to me as I left money in my account and it was not taken it was there after 7 days and no one deducted. This is horrible and i need it to be resolved. I intend taking this to the Ombudsman if DSTV does not call and resolve.

I need all people to be aware that DSTV can seriously inconvenience you and not even bother to help you.