Pricelock

Multichoice extended an invite to me to reinstate my existing Price Lock account for another 24 months. I rep**** on their sms number as requested that "YES" I'm interested. I received an sms that they will contact me in 72 hours, which they never did. I also received an e-mail with the same - herewith extract:->

• You may sign up for Price Lock Premium 24, another 24-month contract which will only comprise of your Premium subscription, at the discounted rate of R759 per month. Not only will you save R30 per month, but you also miss the price increase for another 2 years! To sign up SMS “Yes” to 31065 OR • For the following month, your DStv Premium subscription will switch to the current price of R789 per month, plus the Access fee of R85 per month.

Eventually a Price Lock agent phoned me and I opted for the 1st option, but when I was billed in October it is totally different to what I was offered.

I then on 17 October received an sms that I owe Multichoice R621 rand. I phoned them on 17 October 10:52 and had to spend 32 minutes on a call to have the call centre agent understand and fix the mess.

I then received an SMS just before 27 October advising me Multichoise will deduct R1021 from my account. I then called Multichoice (ref ********** 0-I46) upon which I was advised that I'm now paying the higher monthy subscription as the R759 is no longer valid - I requested for the call recording to be drawn as I was not informed by the Price Lock agent. I was then informed that they cannot transfer me to the Price Lock department as it's only an outbound call centre, they will contact me within 24 hours. On the 27th they deducted the R1021 from my account without ever contacting me.

I phoned Multichoice on 27 October 08:39 and were cut off, then I called again 08:42 and I asked about the previous call I logged, but they could not help me. I went through the same explanation with the call centre agent and she said that she will log a call again (ref ********** 0-I52) and she will personally escalate it.

I called this morning again and spoke to Ayanda, another call centre agent, and she advised me that it's not resolved and there is no ways for her to contact Price Lock. They can only send an e-mail. I requested to speak to her Manager and eventually I was addressed by a Nomsa. I had to explain everything to her again and she said she will send an e-mail to Price Lock. I then insisted that as a manager take responsibility and contact a manager as Price Lock as this is not a new request, but beyond an escalation and I do not want to fall in line. Her response were that she cannot assist me and that she can only send a mail and she can only escalate and drive things if it's within her department, because Price Lock is not on the same / floor building as they are? So I said to her what her next steps would be and how long I should wait and her reply was that it all depends on how many calls were logged over the weekend, that will determine how quickly this call will receive attention.

Really????? They are in bridge of TCF big time. I am Multi Choice client and not interested at all how their internal departmental structures and processes word. All that I'm interested in is to have my issue resolved as it is my right.

Pathetic is all I can say!