Second Formal Complaint Regarding Unauthorized Charges and Poor

Dear DSTV Customer Service Team, I am writing to formally lodge a second complaint regarding the unacceptable treatment my mother, Nosipho Mbele, has received as a loyal DSTV customer. Her account number is ***2. Over the past year, we discovered that my mother has been charged for three insurance policies on her decoder — policies she never subscribed to. We previously contacted your customer service department to request cancellation and a refund. Despite our efforts, the issue remains unresolved. This is now the second time we are raising this matter, and we are deeply disappointed that no action has been taken. Each time we reach out, we are transferred between departments, and consultants claim that no query has been logged. This lack of accountability and follow-through is unacceptable. As an elderly customer, my mother deserves respectful and patient service. Instead, she has been subjected to poor treatment and confusion. To make matters worse, DSTV sold her a 24-month contract for an Explora decoder without resolving the ongoing issue with the unauthorized insurance charges. We are requesting the following actions be taken immediately:

Cancellation of all unauthorized insurance policies on my mother’s account. Full refund of all charges related to these unauthorized policies. A review and resolution of the poor customer service we have experienced. Written confirmation of the cancellation and refund process.

Please treat this matter with the urgency it deserves. If we do not receive a satisfactory response within 14 days, we will escalate the matter to the Broadcasting Complaints Commission of South Africa (BCCSA) and the Independent Communications Authority of South Africa (ICASA). Thank you for your prompt attention to this matter. Sincerely, Sithembile Mbele (On behalf of Nosipho Mbele)