Reconnection Errors due to System Changes

It’s funny how DSTV promises how your subscription does not increase when you on Pricelock subscription and that you have to guarantee a debit order to be in place with the Pricelock.

As normal my August 2019 debit order goes off on the 27th and I get debited R633.00. My July debit order was also about R630.67.

Just after my 27th August 2019 debit order on the 29th August 2019 my DSTV services was stopped and when I called DSTV they advised me that DSTV changed systems and that only the Pricelock subscribers where effected and that they will reactivate my services and will log a call to have the account rectified as it is on DSTV’s side where the error is not mine as they can see that my Debit order has been successful and all is in order, I confirmed with the agent whether I will get charged the reactivation fee and they confirmed that I will not be charged and that its again is DSTV’s fault and not mine, because of the system change. Upon Reactivation, I was charged a R50 reconnection fee.

Again on the 7th September 2019 my services was suspended, as I received and SMS message that said I had to pay R270.81 to have my services reconnected. Again I called DSTV’s Call center and again the agent apologized for the inconvenience caused and again logged a call to have my service synced as the fault was on DSTV’s side because of the system change. Again I asked whether I will be changed a reconnection fee and again the agent said no, as it was on their side the error was made. Again a reconnection fee was charged of R50.

Again on the 13th September 2019 my services was suspended, as I received and SMS message that said I had to pay R357.41 to have my services reconnected. Again I called DSTV’s Call center and again the agent apologized for the inconvenience caused and again logged a call to have my service synced as the fault was on DSTV’s side because of the system change. Again I asked whether I will be changed a reconnection fee and again the agent said no, as it was on their side the error was made. Again a reconnection fee was charged of R50.

Again on the 18th September 2019 my services was suspended, as I received and SMS message that said I had to pay R409.83 to have my services reconnected. Again I called DSTV’s Call center and again the agent apologized for the inconvenience caused and again logged a call to have my service synced as the fault was on DSTV’s side because of the system change. Again I asked whether I will be changed a reconnection fee and again the agent said no, as it was on their side the error was made. Again a reconnection fee was charged of R50.

Again on the 23rd September 2019 my services was suspended, as I received and SMS message that said I had to pay R922.25 to have my services reconnected. Again I called DSTV’s Call center and again the agent apologized for the inconvenience caused and again logged a call to have my service synced as the fault was on DSTV’s side because of the system change. Again I asked whether I will be changed a reconnection fee and again the agent said no, as it was on their side the error was made. Again a reconnection fee was charged of R50.

On the 27th September 2019, I was surprised when my account was debited with an amount of R957.25 thinking that DSTV has resolved the errors on their system, but nothing like this was done and I have to pay for something that was not even my fault and not once has DSTV returned my call to apologize or rectify the matter. What is so funny is that not once did I receive a call from DSTV or Multichoice to say whether the services has been rectified and that all the system changes as been resolved and I will not get suspended again and upon speaking to all the agents from DSTV’s Call Centre they all confirmed the amount of times I called in and also confirmed the amount of service calls that was logged to have the error with the new system DSTV implemented, to have my account rectified.

I want DSTV to get to the bottom of this and have my account sorted and have their system error or issues resolved as this does not reflect good on your side to a customer who has been paying their account through debit order monthly. This is also the reason why other customers leave as DSTV cannot keep to the promise they make.