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MA
Matthew A

1 reviews | Active since Jul 2009

25 May 2016, 18:51

Smart card number ***8

<p>I opened a account the last week of Arpil 2016, due to my accomodation being substandard i had to move out and was staying since first week of May 2016 with friends . Due to that i decided to cancell my subscription to DSTV ( full package ) and did so via the call centre. The gentleman whom serviced me at the time of cancelation stated there would be a refund. until today there has been no refund. I have phoned several times to the call centre and they have always greatly assisted me however no refund, and today a very freindly lady assisted me and told be that the refund has been decllined due to the fact that i have to provide proof that i did the payment etc .. with a bank statement before they could process the refund.. Until today no one stated such a requirement no one phoned. no one ever sms or communicated that this was the steps for a refund.. and its almost a month .. Getting the customer to pay seems to get high priority but to assist them and inform them does not .. Yes its not a large ammount but all amounts matter and being igonored and not been kept informed is a basic service requirement.. Do you re-run this same bad service consistantly???</p> <p>Please advise the correct steps and not make me have to chase YOU for MY money... </p>

0
Replies (6)
DStv (MultiChoice)
DStv (MultiChoice)'s reply26 May 2016, 14:12
Official

Dear Matthew,

It is certainly not our intention to provide you with a poor customer experience.

As part of the procedure, we need to adhere and verify your banking details before the refund can be processed. For this reason, we will need your identity copy and the latest bank statement (bank stamped) to process your refund.

Please send us this required information to ***. You will receive the case reference number which we need to trace your documents and process the refund.

We are committed to resolving your query and thank you for taking your time to contact us.

Kind regards

Dinah

MA
Matthew A's update29 May 2016, 10:47
Reviewer Update
Good Morning Dinah Thank you for your prompt reply. My point if not made properly before , still stands . This procedure was not detailed to me when the refund was discussed and now i am at our mercy having to accommodate your procedure to receive my refund. This to me is the issue ... Multichoice has a systemic failure however now its me that has to accommodate you and probably still wait another 7 working days before the refund is processed and or given,. And i am sure that I will probably have to follow up consistently with the organization on the process or next requirement , as i have done since the start of May 2016. It seems one can say you frustrate those who leave to be able to retain their money... However the proof is in how the organization now reacts to the information etc.. However i am not confident based on consistent negative experience so far to a refund process.
MA
Matthew A's update29 May 2016, 10:55
Reviewer Update
I wish to also state without prejudice , that I do not authorise any deductions nor unapproved contact or any other ******* or ******** activities with my Identification copy or bank details.
MA
Matthew A's update29 May 2016, 11:02
Reviewer Update
The ***
DStv (MultiChoice)
DStv (MultiChoice)'s reply30 May 2016, 10:47
Official

Dear Matthew

Thank you for your prompt response. We assure you the information will only be used for purpose.

We have referred your enquiry to our finance department for urgent assistance.

Feedback will be provided as soon as more information becomes available.

Should you have any further questions, please do not hesitate to contact us.

Regards

Elna

MA
Matthew A's update30 May 2016, 18:51
Reviewer Update

Thank you moneys received .