RE: Complaint not resolved - DSTV SERVICES OFF AGAIN off the 5th Time this month - Lee-Ann Danster Dstv Compact Subscription Customer Number ***

Dear Lerato

At first you guys charged and debited her for a price lock quote she was declined for due to her credit score, next thing you guys are still debiting her for what when she was decline and told that she does not qualify?

In April when we called assisted by the cancellation department we were told that the sales consultant who called my wife for a price lock sale did not cancel the quote, she told us that she cancelled the quote after that when we checked on the app it said that the amount remaining was the prorata amount of R481.00 and odd cents but the following day it was now R800.00 something

Here are our questions what have you guys done of fact that you guys went to my wife’s account and debited her without her consent and authority on a sale she was declined for? When we check her account transactions there are amounts of R600 and something that did not make sense including R808.00 where none of you is able to tell what are they for? Why does my wife’s account have payment reversals of R808.46 and 606.46 which were posted as reversals what was done about this? Aren’t they are the ones affecting her account balance? Was this debit of R606.46 and R808.46 credited? If not why is that? Because surely you can’t just post a debit order on someone account as a credit later on post it as a reversal it will still show that the amount is still outstanding yes? Why would you run a debit order on an account or contract that does not exist? Wouldn’t this constitute negligence to yourselves as Multichoice? What was done to the sales consultant who caused this negligence? In terms of the law of contract you require a consensus from both parties to contract can yourselves evidently provide a contractual agreement that a successful sale was concluded and therefor my wife should be debited for such an agreement?

Despite our numerous e-mails inquiring about my wife’s account we are still experiencing the very same thing and seems like nothing has been done at all. my wife’s services again went off this morning which is now the 5th time this month, can you assist to advice who do we need to come to at the walking inn centre a manager perhaps someone who will assist with this outburst of an ordeal we are not being assisted with this is the third month now complaining of charges that Multichoice is not doing anything about

Your advised that we should pay R443.00 on the 25th May to view till the 25th June but our services has been switched off 5 times this month, you advised that our inquiry has been escalated to the digital department if I am correct, but what have they done about this? Why are you guys not taking client’s into consideration I am taking the same complaint to hello peter and your complaints department together with the national consumer commission for a recourse, this is unacceptable

Please assist to escalate this as we cannot keep utilising services like we did not pay for them, I mean this is not fair at all.

Also note that her balance as now accumulated to R1141.58 as per below, kindly assist to reactivate our services as this is not fair and ********* services we have received for our first month I have again experienced the same issue this morning of my services being switched off, still my account it is not fixed.

Honestly I am so disappointed with multichoice, my query has over lapped to three months now without being resolved.

This is absolutely unfair to be charged something I did not take then my services has to be off due to someone else who's not doing their job.

Please assist to reactivate my account and services as this is not my fault really I paid to view from may till June as you advised I will view from the 25th May to the 26th June.

Please assist and note that my wife’s dstv services were switched off again this morning, and her balance shows it is R1041.00 overdue – as per our query with you on the 25th you advised that this was escalated

Who can assist to get this sorted out because this is really unfair, we cannot pay services and have them deactivated after we have been told that they will be active from the 25th May to the 26th June

Also note that her account balance is still not amended as per our query on the 25th when you advised that you have escalated it has anyone worked on our query? We’ve been waiting since the second week of April for this to be sorted out with no feedback from either department. Now it’s the first of June still with no assistance

Please assist to monitor my wife’s account as per our arrangements we paid R443.00 on the 25th May and you advised that we will view from the 25th May to the 26th June but this is not happening why do we need to go back and forth with an error that happened on your end?

Firstly they debited my wife for a price lock she was declined for after having being told that she does not qualify due to her credit score, now we faced again her being charged for insurance she did not even apply for which no one has done anything since our complained instead of multi choice fixing it your are billing her incorrectly for an insurance she did not opt for, where is the sales call for this insurance? Who is the sales consultant that spoke to my wife selling her this insurance? Do you or multi choice have any contractual agreement signed or initialled by my wife either by pen or digitally?

If not then why are we wasting time trying to get our ******s crossed for multi choice to finally come to our rescue on action this query/dispute accoridngly?

You promised to monitor my wife’s account – please see to assist accordingly quoting the below