Still not fully refunded

Good day I am so disappointed with this entire situation regarding my refund but sadly not surprised! I was really looking forward to going onto Hello Peter and thanking DSTV for being proactive and sorting out my query. Especially after receiving “part” of my refund as per the response DSTV supp**** on Hello Peter. I was contacted by DSTV via my cell phone on the 31st of January at 9:37am. I was advised that they had refunded me R750 (which I did receive) and that these funds were relating to my old query. I was then advised that the December and January refunds were in the process of being done and that I would receive the money by Friday, Monday the latest. I decided to give them the benefit of the doubt and wait for Tuesday. Yip still nothing.

See below original complaint and response!

The bad service and disappointed that I have experienced from MultiChoice is beyond words. They really don’t care! In June 2015 I changed my normal premium service to the Decoder Payment Plan so that I could get the Explora. They then proceeded on the 20th of July 2015 (debit order date) to deduct my normal premium as well as my Decoder Payment Plan premium (R1,960.46). I fought this from 23 July 2015 up until 4 December 2015 and even provided them with a stamped and signed bank statement which they requested. I never ever received my “promised” refund but I eventually gave up. My friends and family could not believe that I was so upset that I just gave up and threw away +/-R700. At that time when I posted on “Hello Peter” they we so quick to call me and promise me my +/-R700 back. Yeah it never happened, up until today 28 January 2018. My reference number at the time was ********** . I still have all the emails.

In November of 2017, I decided to cancel my DSTV due to financial struggles, I was advised that I was on the Decoder Payment Plan and that they then couldn’t cancel it without a months’ notice. I was so confused because the Decoder Payment Plan that I signed up for in June 2015 was for 24 months and I was advised at the time (per my question that I asked the consultant at the time) that it would then fall to the normal premium subscription again and that I would need to reapply for the Decoder Payment Plan. Anyway that’s beside the point, I gave my months’ notice at the beginning of November and said I would call back in December to cancel. I called on the 21st of December and was told that due to my debit order just coming off (R785), they could cancel immediately and refund me within 5 – 7 working days. My DSTV was switched off immediately and the refund has never come. I have made 4 very upsetting, frustrating calls and all I ever hear is that I am due the funds but that it is being escalated. People promise to call back but they never do, even when you call and ask to speak to the person that helped you, they say that they can’t put you through to that person because it is a call centre. You then have to tell your story all over again. On the 20th of January 2018, they once again took off a debit order (R635). I don’t know where to turn to now. It’s beyond disgusting service for a client that has been with them for +/- 26 years.

My cancellation of DSTV was supposed to help me for a few months and then I was going to reconnect. Needless to say that will definitely never happen again. They are so disappointing and have no idea about customer service. I will now have to take time out of my busy day to go to my bank to stop my debit order because clearly it will come off again in February. No DSTV since the 21st of December 2017 but still paying!!

Good day Beverly Thank you for sending us your query. I also apologise for your inconvenience and the delayed response. You'll be pleased to know that the refund has been processed. An update will be sent to you by the finance team within 48 hours once the refund is paid out. Please continue to interact with us if you require any further assistance. Kind regards