1 reviews | Active since Jan 2024
Re: DStv Poor Service Complain (***)
Good day,
I would like to lodge a formal complaint against Multichoice (DStv) regarding the poor service which I received with regard to our Price Lock bridge of agreement.
My problem started on the 6th of Novermber 2023 when I went to make my monthly payment of R560 as per my 2 year Price Lock Contract with DStv, I was shocked to discover that my premium went up by R199 and I was instructed to make payment of R760, of which I did.
However, when I got home I immediately contacted DStv to find out as why my contractual premium amount of R560 went up by R199? I was informed that I have subscribed for Netflix, which I requested a proof and details of that subscription which I'm not aware of, they then failed to produce such proof, as a result, Dstv Agent acknowledged the error of false Netflix subscription from their side and subsequently promised me that DStv will refund me back the R199 that I paid already. I did send an email requesting refund as instructed by the Agent.
On the 2nd of December 2023 I went to pay my normal subscription of R560, only to find out that there was the same amount of R199 added to my monthly subscription again. I therefore only paid my normal premium of R560 and did not pay the extra amount. When I got home I again contacted the Multichoice call center.The Agent told me I should only pay the normal amount of R560 and she will cancel the Nextflix again, then my services were not interrupted.
In January I went to pay again on the 6th of January 2024, I was told that I have to pay R960, I decided to pay my monthly subscription of R560 as i was told that the Netflix would be canceled. On the 11th of January 2024 my services were suspended, then i called the call centre again and spoke to an Agent who informed me that the extra R400 was for Netflix subscription for December 2023 and January respectively. I then explained my story and I got cut off while explained my story.
I called again for the 2nd time and requested to speak to the supervisor, I was transferred to the supervisor by the name of Philiswa and she told me that because I'm using an Explorer Ulltra, then she told me that when the Netflix button is pressed on the remote, it automatically activate the Netflix subscription on their side without authorization. I then told the lady that cannot happen and feel ****** by Multichoice by imposing a subscription on me without authorization. I got cut off again, I called again for the 3rd time and spoke to an Agent called Samkele who told me that I have to paid the full amount of R960 even I have explained my story again to her, she was very rude and unprofessional. I ask her to transfer me to the supervisor and then I was put on hold for 25 to 30 min while she was chatting on the background, then I eventually hung up
I called again and requested to speak to the supervisor and I was put through a supervisor called Grace, I explained my story again and she immediately acknowledged that the fault was on their side and promised me that my services will be activated within 30 min to 1 hour because she has sent an email to their technical department to look into the issue and she has subsequently sent an email to their finance department to reverse the outstanding amount of R400.
Kindly assist me with the reactivation of my services because I have honored my monthly payment obligation as per my contract with DStv.
Thanks in advance.
Kind regards,
Makgang Labase
Cell: ***
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Kindly note that since we last resolved the above BCCSA and Hellopeter complaint, we only received a good service for 2 months only, since then it has been a monthly struggle of termination of services due to Netflix account which we have cleared.
It's quiet disturbing because I spend R100 airtime to explain the same story everyday to different consultants and Team Leader I'm asking myself why should I deal and explain myself monthly as if this is a new account without a history nor previous notes and call recordings? Even if my phone get cut due to airtime because I spent 1hour or more being for far too long or holding for a supervisor, they will never callback to resolve my query.
On the 7th of November 2024 I made a payment of R660, I contacted Multichoice on the 11th of November 2024 to alert them that I have paid R660 which is extra with R100, I spoke to the consultant by the name of Athule and she did assure me that my account has a credit balance of R100, she has canceled the Netflix. So I have to make a payment of only R460 in December.
I made a payment on the 6th of December 2024 as agreed, but to my surprise on the 8th December I was disconnected.
I spoke to Xola on the 8th at 08h06am, I explained the whole background again and he asked me to hold. The line got cut while I'm on hold because he was still seeking assistance from someone more senior as he wasn't sure how to deal with my account.
I called back again at 08h30am and I spoke to Azzipho, she reconnected my services and assured me that Netflix has been completely removed from my account.
On the the 10th of December 2024, when we woke we discovered that we have been disconnected again. I called in at 09h59 and spoke to Zama, I gave her the background again, she kept me on hold until I got cut off after for holding for 15 minutes.
At 10h16am I called again and spoke to Samkelo, I told her that I'm not going to explain myself, she must call the Team Leader for me after I have given her my ID No. She called the Team Leader by the name of Nadia, I explained everything and she said she will escalate the matter to her Manager and Accounts Department. She further said she will reverse all the charges, including the reconnection fees and she reconnected my services.
This morning again we woke up being disconnected again, then I called in and spoke to Snesipho at 11h48 and the line got cut off while explain because I have to start afresh as if this is a new account without any previous history. I didn't call again because I didn't have money to but airtime again and she didn't border to contact me back even I told her to call back if I got cut off.
This is the bad, stressful and embarrassing service I'm receiving from Multichoice, I'm just not so ok because the schools are closed and kids are at home asking me all sorts of questions.
Your prompt response and reconnection in this regard will be greatly appreciated.
Unhappy Price lock Customer,
Makgang Labase
Kindly note that since we last resolved the above BCCSA and Hellopeter complaint, we only received a good service for 2 months only, since then it has been a monthly struggle of termination of services due to Netflix account which we have cleared.
It's quiet disturbing because I spend R100 airtime to explain the same story everyday to different consultants and Team Leader I'm asking myself why should I deal and explain myself monthly as if this is a new account without a history nor previous notes and call recordings? Even if my phone get cut due to airtime because I spent 1hour or more being for far too long or holding for a supervisor, they will never callback to resolve my query.
On the 7th of November 2024 I made a payment of R660, I contacted Multichoice on the 11th of November 2024 to alert them that I have paid R660 which is extra with R100, I spoke to the consultant by the name of Athule and she did assure me that my account has a credit balance of R100, she has canceled the Netflix. So I have to make a payment of only R460 in December.
I made a payment on the 6th of December 2024 as agreed, but to my surprise on the 8th December I was disconnected.
I spoke to Xola on the 8th at 08h06am, I explained the whole background again and he asked me to hold. The line got cut while I'm on hold because he was still seeking assistance from someone more senior as he wasn't sure how to deal with my account.
I called back again at 08h30am and I spoke to Azzipho, she reconnected my services and assured me that Netflix has been completely removed from my account.
On the the 10th of December 2024, when we woke we discovered that we have been disconnected again. I called in at 09h59 and spoke to Zama, I gave her the background again, she kept me on hold until I got cut off after for holding for 15 minutes.
At 10h16am I called again and spoke to Samkelo, I told her that I'm not going to explain myself, she must call the Team Leader for me after I have given her my ID No. She called the Team Leader by the name of Nadia, I explained everything and she said she will escalate the matter to her Manager and Accounts Department. She further said she will reverse all the charges, including the reconnection fees and she reconnected my services.
This morning again we woke up being disconnected again, then I called in and spoke to Snesipho at 11h48 and the line got cut off while explain because I have to start afresh as if this is a new account without any previous history. I didn't call again because I didn't have money to but airtime again and she didn't border to contact me back even I told her to call back if I got cut off.
This is the bad, stressful and embarrassing service I'm receiving from Multichoice, I'm just not so ok because the schools are closed and kids are at home asking me all sorts of questions.
Your prompt response and reconnection in this regard will be greatly appreciated.
Unhappy Price lock Customer,
Makgang Labase