Shockingly poor service – “Upgrade” to Premium Festive Reward won & claimed but not received

This post comes as a result of my recent experience in dealing with various staff-members at Dstv / Multichoice using various communication channels, trying to resolve an issue since 08/01/2022 and yes you’ve guessed right, with no success!

I will not be mentioning the names of the different staff members, but I do have record of that as well as various reference numbers in case Dstv / Multichoice deems this worthy of investigation to provide some actual customer service and resolve the issue.

On 01/12/2021, as part of Dstv’s Festive Rewards Competition I won a package upgrade to the Premium package.

On 08/01/2022 I made use of the Live Chat facility to query why I had not received the upgrade – it was escalated internally with the promise of feedback in less than 24-hours.

On 11/01/2022 I again followed-up using the Live Chat facility as no feedback was received. The consultant told me the query “was resolved”. I then had to drag it out of the consultant to try and figure out what exactly was resolved, only to be told I will receive the upgrade on 15/01/2022.

Then on 16/01/2022 I accessed the MyDstv app, only to see that my service has been suspended and that I owe Dstv R583.00, upon which I again made use of the Live Chat facility to query, only to be told the matter will again be escalated.

On 18/01/2022 I followed-up again – this time the consultant told me the matter has been “fast-tracked” and I “will receive a phone-call today to resolve”. I requested, from the consultant, the contact detail of a person in higher-authority whom I can contact to get the issue resolved, only to be told to e-mail *** which I already did on 15/01/2022 only to receive another reference number and eventually a reply requesting confirmation of details as “they” could not access my account using the e-mail address from which I sent the e-mail, even though that address is the one registered to my account – on top of that my Customer Number was included in the e-mail sent, yet my account could not be accessed(?)

This type of “service” is beyond poor! All the while my service has been suspended for the past 3 days due to no fault of mine, yet there is absolutely no urgency from Dstv’s side in getting the matter resolved! It has become abundantly clear that one department has no clue what the next department does, everybody seems to work in silos – I will definitely NOT recommend anyone to subscribe to Dstv!

To conclude, I still haven’t been contacted by anyone from Dstv / Multichoice, nor have I received any feedback via e-mail AND my service is still disconnected!!! Thus far, all I’ve received were broken promises……absolutely shockingly poor service!!!