Repeated Unauthorised Insurance Added to Elderly Account – No Resolution (***)

I am posting this after exhausting all internal channels with MultiChoice. This complaint concerns repeated unauthorised insurance policies being added to my 70-year-old mother’s DStv account, and MultiChoice’s continued failure to properly resolve the matter. Key facts: My mother is a pensioner. Insurance products have been added to her DStv account more than once. We have previously had to cancel similar policies, including escalation in 2024. Despite requesting removal from marketing, she continues to receive calls. The current disputed policy was cancelled via their official WhatsApp channel, yet the insurance amount continued reflecting as due. The matter was logged under reference number ***. I have been corresponding with Hlengiwe Cele from MultiChoice. In her responses: She stated they attempted to contact the account holder. She stated they escalated retrieval of a sales call to confirm consent. She then refused to resolve the matter further, citing “insurable interest” and that only the account holder may transact. At no stage has MultiChoice: Provided the alleged sales call recording, Confirmed clear informed consent, Permanently removed my mother from marketing lists, Properly finalised this recurring issue. Instead, the responsibility is repeatedly shifted back to us to cancel the same type of product year after year. The core concern is not simply cancellation. It is the repeated targeting of an elderly customer with add-on insurance products and the difficulty in getting MultiChoice to definitively stop it. I am now requesting executive intervention to: Cancel the disputed insurance policy immediately. Reverse all related charges. Permanently remove the account holder from all marketing and insurance sales databases. Confirm in writing that this will not happen again. If this matter is not resolved properly, I will proceed with formal complaints to the Information Regulator and the National Consumer Commission. This has gone on long enough.