Request for Fair Resolution: R550 Payment on Deceased DSTV Account

I am contacting DSTV regarding a payment of R550 made on my late husband’s DSTV account, which was inadvertently app**** to a decoder that had been deactivated.

To clarify the situation: • My daughter has been making payments on this account consistently, even before my husband passed away. • After his passing in July 2025, a previously deactivated decoder was accidentally reactivated during a payment process. This was an honest mistake and the decoder was never connected, switched on, or used. • The R550 payment in September 2025 was made in good faith to continue service on the main account, but no value was received from the reactivated decoder.

We acknowledge that the account was not formally updated to reflect my husband’s passing. However, this should not prevent a fair resolution, as DSTV accepted the payment on a deceased account, and the payment did not result in any service benefit.

Relevant Considerations: • Under the Consumer Protection Act, service providers are expected to act in good faith and ensure consumers are not unfairly disadvantaged. • The fact that the system allowed reactivation and accepted the payment highlights a lapse on DSTV’s side. • Charging a customer for a service that was never used is unreasonable and unfair.

Request: We respectfully request that the R550 payment be credited or refunded, as the payment was made in good faith, no service was consumed from the reactivated decoder, and fairness requires that the consumer not bear the full loss.

We ask that DSTV provide the resolution here on HelloPeter in writing, to ensure transparency and fairness.