Service suspended even though it has been paid for

On Monday, 11/09/19, our DSTV was suspended. We phoned the call center and we were told that DSTV was unable to debit our account due to system failure on their side. We asked how much we needed to pay for the service to be reinstated, we were told to R777. We paid it immediately and subsequently sent the proof of payment. And the service was reinstated.

We have been using the debit order payment plan since we have had DSTV for years!

On Monday, 16/09/19 the service was suspended on the primary decoder and on Tuesday, 17/09/19, the secondary decoder also went down.

Tuesday, 17/09/19 - we called the call center and we were told tagging we needed to pay a reconnection fee and the late payment fee. So here is a thing - IF ITS DSTV’s SYSTEM THAT FAILED AND THEY COULD NOT PROCESS A DEBIT ORDER WHY SHOULD I PAY A RECONNECTION FEE AND LATE PAYMENT FEE!

After sometime on the phone with a call center agent, we asked to speak to a supervisor. She said the supervisor is in a meeting. We said we will wait on the line. A couple of minutes later, she said she cannot find the supervisor. One minute the supervisor is in a meeting, the next minute she cannot find him/her. So we accept that we were being FOOLED! After 58 minutes on the line the call was abruptly cut.

We called again. After 30 minutes with this other agent, she said the accounts department will call us in 30 minutes. We waited until midnight and the accounts department never called us.

I have sent messages on the DSTV WhatsApp number. NO ASSISTANCE. I have sent messages on email help centre. NO ASSISTANCE.