Shocking call centre service

I would like to report the bad, *********** service I received from DSTV call centre.

It all started on the 3rd of December 2020 when I tried to switch off my DSTV for the month that I will go on leave. This started a whole heap of mistakes, *********** actions and feedback from DSTV.

Just to name a few :

• My DSTV was never switched off. • On my short return on the 18th I reported this to DSTV. The call centre agent then cancelled my DSTV membership and informed me that I would have to send a mail to get a credit on my December instalment. • Above actions caused me a lot of problems!! On my return (2 January) I could not activate my DSTV account. • It took 9 phone calls and in total almost 3 hours on the phone just to get my explora decoder to work 100%, with all functions activated again. • My PVR decoder is still not working. • I was informed by the call centre yesterday that the delay was caused by previous call centre agents not escalating my calls and basically “not doing their job” . To add to my frustrations : • I had two calls that was disconnected, with no call backs. • I asked on three different calls for the call centre manager to phone me. I’m still waiting for that call. • A call centre assistant phoned me yesterday and said she would phone me back yesterday after all was sorted out. I’m still waiting for the follow up call… • On one of my very frustrated calls to the call centre, I was put on hold for almost 10 minutes! This fuels a already big fire. My understanding is that your company policy is to not leave a caller on hold for longer that a minute or two…? • I was informed yesterday that my call on the 3rd of December was logged only as a duel view issue. I find this very concerning and would like to see accountability for call centre agents not doing their job. • On one of my calls the agent refused to give me a reference number until the end of the call. This was after two of my calls were “cut” without getting a reference number…

I am including the reference numbers, but unfortunately only started asking after a lot of wasted calls.

***5/i***5/i***5/i***5/i505

If possible, please follow up on all my calls for feedback and accountability.

Thank you for your time, and looking forward to your feedback.