******* Service at Multichoice

Item: DStv (MultiChoice)
Rating: 1
Author: Bhekie H

Appalling Service at Multichoice again.

My mom’s DSTV now only plays channel 100 but i made payment of R142 on the 24th of March. My mom is Aurelia Hlongwane and the Decoder Number is ***.

I've been calling, emailing DSTV Multichoice to explain to me as to why was it disconnected and I've been told that the decoder owes an amount of R61 and i must pay this amount to be re-connected.

I than decided to email Multichoice, for somebody to explain to me as to where is R61 coming from and what is it for; now the story changes as i have been told that the decoder now owes R174.10 and i need to pay R174.10 for them to re-connect.

Monthly subscription is : R142. Minus R73 that you guys transferred into “My Account” don’t know which account you are referring to as I am on Price Lock. What is the balance owed to me by Multichoice?

This is so much disrespectful being a big Price Lock Customer to Multichoice, I really feel insulted by Multichoice..

Last month, i had the similar problem with Multichoice whereas i was told that they never received the payment and this was resolved three days after making lot of phone calls and email, im going through this again this month.

Your assistance please as it looks like my emails go through deaf ears at Multichoice.

Yours Sincerely, Bhekie Hlongwane

Now I am really confused.

On the 24th of March I paid an amount of R142, today when I called your call centre the lady whose name is Amesan told me that in order for my mother’s decoder to be re-connected I need to pay R61; you are telling me that I must pay R174.10.

Explain to me what is this R174.10 for, as I already paid R142 on the 24th March so meaning; Multichoice owes me…do the math…

You know this is so much disrespectful being a big Price Lock Customer to Multichoice, I really feel insulted by Multichoice..

Yours Sincerely, Bhekie Hlongwane

Helpful (0)

Replies (2)

DStv (MultiChoice)'s replyOfficial

03 Apr 2023, 12:58

Hi Bhekie Hlongwane,

We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.

Kind regards
DStv: Hello Peter Team

DStv (MultiChoice)'s reply03 Apr 2023, 12:58

Official

Hi Bhekie Hlongwane,

We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.

Kind regards
DStv: Hello Peter Team

Bhekie H's updateReviewer Update

05 Apr 2023, 12:39

I would like to take time and extend a massive thanks to a gent who works at your Multichoice Randburg branch. When I sent emails to Multichoice, as my mother’s DSTV channels were disconnected I was assisted by a lady who told me I must pay R61, I sent emails to Multichoice I was assisted by a guy I cannot recall his name who then told me I must pay R174; I have this on my recordings, I was so frustrated as he was not assisting at all as a result I lost it. To cut my story short, yesterday (04/04/2023 after a long struggle with Multichoice I received a telephone call from a Gent whose name is Mr. Sipho Dhlamini from Randburg Branch and guess what. He was extremely helpful, went out of his way to build rapport with me. Also, he was informative about your additional services being offered by Multichoice and most of all, he listens carefully, attentively, respectful, respectful, empathises & sympathises with me as their long serving loyal customer for over 20 years with DSTV’s. I was gobsmacked and wondered if he was part of Management ot a Team Leader of some sort as according , because the interaction was phenomenal for a person who has never dealt with me before. I even asked and pinched myself if was not dreaming as this type of service is definitely not what I was expecting from Multichoice after such a struggle with them as a result I said to myself “Self” you need to share your experience with my colleagues in the office and with Social Media in less than half an hour; something that the other two agent. As a result, when I spoke to his Manager yesterday who is also as good with customer service; I advised her that she Mr. Sipho Dhlamini if he is an Agent she needs to think again as he is supposed to be a leader and teach the rest of the Team how to deal with the circumstances like mine. I even mentioned to her towards exiting mentioned that if he keeps this up; soon someone will pouch his for a position elsewhere. he's indeed a huge asset to the Multichoice team; you sure did select well. Also, not forgetting to give a BIG THANK YOU to Ms. Duduzile Mthembu for listening to my sad story when I spoke to her yesterday.

This, is what we call changing a complaint to a compliment.

Rgds.

Bhekie Hlongwane

***

Bhekie H's update05 Apr 2023, 12:39

Reviewer Update