Refund Promised 3 Months Ago – Still No Payment

I signed up for a month-to-month subscription with DStv and after a few months decided to cancel.

When I contacted customer service to cancel, the agent immediately terminated my services despite the fact that I had already paid for the full month. I was assured that a refund of R438.16 would be processed within 21 business days.

It has now been 3 months.

On my first follow-up, I was told by Monica Mo***eng that the refund had never been initiated and that she had only just submitted it meaning I had to wait another 21 business days.

After that period passed with no refund, I followed up again and was told by Sizwe Machaka that the refund request had been denied due to “insufficient supporting documents” (ID copy, proof of payment and proof of banking). However, before I was clearly told the refund had already been submitted twice by 2 different service reps.

Even more concerning, when I requested written confirmation of this feedback so I could have a written record I was told:

“Kindly note I can not send any email as proof and written proof.”

This is extremely troubling. Customers should not be required to provide sensitive documents without any written confirmation or official communication. Further, these payments were made directly to DSTV by account and should already reflect on their system.

Overall, this has been a frustrating and exhausting experience involving inconsistent information, lack of accountability, and poor internal communication. I am simply requesting the refund that was promised to me.