re-connection fee charged
<p>i woke up on the 27/11/2016 and my destv services were suspended on S/N. V ********** 69 Smartcard No. ********** 484 and i could not understand why the srvice was suspended as the day before all services were active and decided to call the call center on ********** 333 and spoke to a guy named Vusi and he spoke to me like he was so speaking to a non- client of the company as his tone was so inappropriate , when i demanded to know why is the service suspended , he just kept on repremanding me like i was a 2 year old , i have 2 decoders under one account and his explanation did not make sense as he kept on telling me about a short payment of R104 which i acknowledged and immediately made a payment of R500 to their acccount via EFT from my FNB account , my question to vusi was very simple i needed to know if my services are suspended for the short payment was is the other decoder under the same account not suspended then he srated being funny with me and told me that i should pay in time in fure but the reconnection fee i will definately pay whether i like it or not and Vusi was not telling jokes as it was immediately billed when i checked my online account , i am not happy with the service from Vusi , i need him to be delt with accordingly once the call has been listened to and the reconnection fee charged can it be credited back as i had already paid for it just to have the service connected and another thing is that i requested for insurance to be added on both my decoders but ony now i realise that only one decoder has insurance but the email confirmation from the isurance company stipulates that insurance is active for both the decoders , i have a copy of the insurance document in case you might request it and lastly i need to be compensated , i have been a customer for years and make my payments every month and i dont deserve the service that was rendered by Vusi </p>
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Replies (7)0
Replies (7)
DStv (MultiChoice)'s replyOfficial
29 Nov 2016, 11:43Dear Nhlanhla
We acknowledge receiving your query. Feedback will be communicated to you shortly.
Kind regards
MultiChoice Enquiries team
Best regards,
DStv (MultiChoice)'s reply29 Nov 2016, 11:43
Official
Dear Nhlanhla
We acknowledge receiving your query. Feedback will be communicated to you shortly.
Kind regards
MultiChoice Enquiries team
Best regards,
DStv (MultiChoice)'s replyOfficial
30 Nov 2016, 16:20Dear Nhlanhla
We sincerely apologise for the bad service you have received from Vusi. This is certainly not the kind of experience that we desire for our customers and we wish to reassure you that the matter has been prioritized. He will be held accountable and dealt with internally.
We have also reversed the reconnection fee charged back into your DStv account. Please note that your monthly subscription is R730 and payments must reach on or before your payment date which is the 1st of every month in your case.
As for the insurance you have insurance on your old and on one of the new decoders. Let us know if we should cancel insurance on the old decoder and activate it on the new one. Further you can contact our insurance department directly on *** [Mon - Fri, 8 :00am till 5pm]
Should you have further questions, please do not hesitate to contact us.
Regards
Elna
Best regards,
DStv (MultiChoice)'s reply30 Nov 2016, 16:20
Official
Dear Nhlanhla
We sincerely apologise for the bad service you have received from Vusi. This is certainly not the kind of experience that we desire for our customers and we wish to reassure you that the matter has been prioritized. He will be held accountable and dealt with internally.
We have also reversed the reconnection fee charged back into your DStv account. Please note that your monthly subscription is R730 and payments must reach on or before your payment date which is the 1st of every month in your case.
As for the insurance you have insurance on your old and on one of the new decoders. Let us know if we should cancel insurance on the old decoder and activate it on the new one. Further you can contact our insurance department directly on *** [Mon - Fri, 8 :00am till 5pm]
Should you have further questions, please do not hesitate to contact us.
Regards
Elna
Best regards,
's updateReviewer Update
01 Dec 2016, 12:31ear Elna
Thanks for the prompt response and resolution the my query , that is the kind of customer experience I am used to with the company , I am pleased to hear that there will be disciplinary conducted to ensure that in future no customer gets to be treated like I was and I best believe that further coaching will benefit Vusi hugely .
Thank you for the reconnection fee reversal that has been credited back into my DSTV account , thank you for reminding me of my payment date and I will ensure that all payment are paid in fully before the 1st of every month
Yes as for insurance I was phoned by a consultant from the insurance department as I request insurance on both my decoders under my account and that call came through and provided all the information that was requested from me and on the 12/11/2016 I received an email from ********** with attached documents confirming that insurance has been activated for both my decoders not only one decoder as it shows on your call centre systems , I don’t mean to be difficult or fussy but I am not going to call the insurance department as I have confirmation in black and white that goes against what shows on your systems , it cannot be expected I go an extra mile to fix your guys errors
Honestly speaking this is really poor service not only from Vusi but there seems to be so many grey areas with your organisation Elna and this does not give good customer experience , in fact this means that whatever request that I will have with your organisation in the near future I need to make sure that I follow up on every request as it shows that there is a high possibility that the request might not be executed or if executed it will be half a job done , kindly furnish me with your email address so I can forward my insurance confirmation documents for more clarity and further equip your guys with ammunition to make sure that the right thing is done for good customer experience
And lastly I am really considering of terminating my services with you guys as how things are done it is so not satisfactory at all , and best believe me bad publicity won’t do the organisation any good as I will spread this and ensure that it gets the right attention on any social platform so is media coverage
I deserve better service that what I am offered , I am one client who never has any issues nor complains a lot
Kind Regards,
Nhlanhla Ngubeni
's update01 Dec 2016, 12:31
Reviewer Update
ear Elna
Thanks for the prompt response and resolution the my query , that is the kind of customer experience I am used to with the company , I am pleased to hear that there will be disciplinary conducted to ensure that in future no customer gets to be treated like I was and I best believe that further coaching will benefit Vusi hugely .
Thank you for the reconnection fee reversal that has been credited back into my DSTV account , thank you for reminding me of my payment date and I will ensure that all payment are paid in fully before the 1st of every month
Yes as for insurance I was phoned by a consultant from the insurance department as I request insurance on both my decoders under my account and that call came through and provided all the information that was requested from me and on the 12/11/2016 I received an email from ********** with attached documents confirming that insurance has been activated for both my decoders not only one decoder as it shows on your call centre systems , I don’t mean to be difficult or fussy but I am not going to call the insurance department as I have confirmation in black and white that goes against what shows on your systems , it cannot be expected I go an extra mile to fix your guys errors
Honestly speaking this is really poor service not only from Vusi but there seems to be so many grey areas with your organisation Elna and this does not give good customer experience , in fact this means that whatever request that I will have with your organisation in the near future I need to make sure that I follow up on every request as it shows that there is a high possibility that the request might not be executed or if executed it will be half a job done , kindly furnish me with your email address so I can forward my insurance confirmation documents for more clarity and further equip your guys with ammunition to make sure that the right thing is done for good customer experience
And lastly I am really considering of terminating my services with you guys as how things are done it is so not satisfactory at all , and best believe me bad publicity won’t do the organisation any good as I will spread this and ensure that it gets the right attention on any social platform so is media coverage
I deserve better service that what I am offered , I am one client who never has any issues nor complains a lot
Kind Regards,
Nhlanhla Ngubeni
's updateReviewer Update
01 Dec 2016, 12:31Dear Elna
Thanks for the prompt response and resolution the my query , that is the kind of customer experience I am used to with the company , I am pleased to hear that there will be disciplinary conducted to ensure that in future no customer gets to be treated like I was and I best believe that further coaching will benefit Vusi hugely .
Thank you for the reconnection fee reversal that has been credited back into my DSTV account , thank you for reminding me of my payment date and I will ensure that all payment are paid in fully before the 1st of every month
Yes as for insurance I was phoned by a consultant from the insurance department as I request insurance on both my decoders under my account and that call came through and provided all the information that was requested from me and on the 12/11/2016 I received an email from ********** with attached documents confirming that insurance has been activated for both my decoders not only one decoder as it shows on your call centre systems , I don’t mean to be difficult or fussy but I am not going to call the insurance department as I have confirmation in black and white that goes against what shows on your systems , it cannot be expected I go an extra mile to fix your guys errors
Honestly speaking this is really poor service not only from Vusi but there seems to be so many grey areas with your organisation Elna and this does not give good customer experience , in fact this means that whatever request that I will have with your organisation in the near future I need to make sure that I follow up on every request as it shows that there is a high possibility that the request might not be executed or if executed it will be half a job done , kindly furnish me with your email address so I can forward my insurance confirmation documents for more clarity and further equip your guys with ammunition to make sure that the right thing is done for good customer experience
And lastly I am really considering of terminating my services with you guys as how things are done it is so not satisfactory at all , and best believe me bad publicity won’t do the organisation any good as I will spread this and ensure that it gets the right attention on any social platform so is media coverage
I deserve better service that what I am offered , I am one client who never has any issues nor complains a lot
Kind Regards,
Nhlanhla Ngubeni
's update01 Dec 2016, 12:31
Reviewer Update
Dear Elna
Thanks for the prompt response and resolution the my query , that is the kind of customer experience I am used to with the company , I am pleased to hear that there will be disciplinary conducted to ensure that in future no customer gets to be treated like I was and I best believe that further coaching will benefit Vusi hugely .
Thank you for the reconnection fee reversal that has been credited back into my DSTV account , thank you for reminding me of my payment date and I will ensure that all payment are paid in fully before the 1st of every month
Yes as for insurance I was phoned by a consultant from the insurance department as I request insurance on both my decoders under my account and that call came through and provided all the information that was requested from me and on the 12/11/2016 I received an email from ********** with attached documents confirming that insurance has been activated for both my decoders not only one decoder as it shows on your call centre systems , I don’t mean to be difficult or fussy but I am not going to call the insurance department as I have confirmation in black and white that goes against what shows on your systems , it cannot be expected I go an extra mile to fix your guys errors
Honestly speaking this is really poor service not only from Vusi but there seems to be so many grey areas with your organisation Elna and this does not give good customer experience , in fact this means that whatever request that I will have with your organisation in the near future I need to make sure that I follow up on every request as it shows that there is a high possibility that the request might not be executed or if executed it will be half a job done , kindly furnish me with your email address so I can forward my insurance confirmation documents for more clarity and further equip your guys with ammunition to make sure that the right thing is done for good customer experience
And lastly I am really considering of terminating my services with you guys as how things are done it is so not satisfactory at all , and best believe me bad publicity won’t do the organisation any good as I will spread this and ensure that it gets the right attention on any social platform so is media coverage
I deserve better service that what I am offered , I am one client who never has any issues nor complains a lot
Kind Regards,
Nhlanhla Ngubeni
DStv (MultiChoice)'s replyOfficial
01 Dec 2016, 15:10Dear Nhlanhla Ngubeni
We understand your concerns, we have referred your query to our insurance department to contact you directly with your concerns.
Regards
Elna
Best regards,
DStv (MultiChoice)'s reply01 Dec 2016, 15:10
Official
Dear Nhlanhla Ngubeni
We understand your concerns, we have referred your query to our insurance department to contact you directly with your concerns.
Regards
Elna
Best regards,
's updateReviewer Update
01 Dec 2016, 15:56Hi Elna
i am not happy with this resolution , is this the service level you expose your loyal clients to ?
i deserve a credit of good will ( subscription credit) rather the damn reversal
regards
Nhlanhla
's update01 Dec 2016, 15:56
Reviewer Update
Hi Elna
i am not happy with this resolution , is this the service level you expose your loyal clients to ?
i deserve a credit of good will ( subscription credit) rather the damn reversal
regards
Nhlanhla
's updateReviewer Update
05 Dec 2016, 10:37Hi Elna
i am not happy with your level of silence , i rep**** top you with my dis-satisfaction resolving the issue at hand and that was on the 01/12/2016 and today its the 05/12/2016 and i have not heard anything from you
do i need to seek further avenues for resollution ?
's update05 Dec 2016, 10:37
Reviewer Update
Hi Elna
i am not happy with your level of silence , i rep**** top you with my dis-satisfaction resolving the issue at hand and that was on the 01/12/2016 and today its the 05/12/2016 and i have not heard anything from you
do i need to seek further avenues for resollution ?