Request for Refund and Clarification on Unjustified Netflix Charges

Dear DSTV Customer Service, I hope this message finds you well. I am writing to formally lodge a complaint regarding an unauthorized charge that was debited from my account on January 15th, 2025. I have been a loyal DSTV customer, enrolled in your price lock offer, and have been paying R479 per month for my subscription. However, on the stated date, my account was debited R678, which is significantly higher than the agreed-upon amount. When I contacted your customer service team to inquire about the additional charge, I was informed by agent Ashlynn Jacobs that the reason for the increase was due to logging into Netflix using the DSTV Explora remote. I was told that this automatically triggered a charge for Netflix, despite the fact that the Netflix account we used is my brother’s account, not one linked to my own subscription. At no point was I informed, either during my initial sign-up or during any communication with DSTV, that logging into Netflix via the DSTV Explora would incur an additional charge. I believe this charge is both unfair and unjustified, as I was never given clear information on such terms. I am requesting a full refund of the additional amount of R199 (R678 - R479) that was charged to my account on January 15th. Additionally, I would appreciate a clear explanation of your policies regarding Netflix access through the DSTV Explora, specifically in relation to whether logging into an existing Netflix account incurs extra charges. I trust you will address this matter promptly, and I look forward to a swift resolution. Thank you for your attention to this issue. Kind regards, Zanele Mokoteli