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IM
Itumeleng M

1 reviews | Active since Dec 2017

27 Dec 2017, 16:59

Terrible Service

No deduction has gone off for the month of December for my premiums and I decided to call in and get clarity today (27/12/17) and was told by an agent that I need to update my banking details whereas they have been deducting from the same account even last month premiums taken from that account. Now I will have to go pay in cash as no deduction has gone off.

What was the use of doing the debit order where I have to go and queue, the disruption of my schedule and being far from shops where I work is just an inconvenience to me at this moment. No communication was sent for me to update anything, if i didn't call I wouldn't have been informed of the situation. Worst being told to pay before the 1st January 2018 which is a few days from now or my cable will be closed is just not on.

I am a paying customer and surely deserve better services from the service provider.

0
Replies (3)
DStv (MultiChoice)
DStv (MultiChoice)'s reply28 Dec 2017, 07:57
Official

Dear Itumeleng

We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.

Kind regards

DStv: Hello Peter Team

Best regards,

DStv (MultiChoice)
DStv (MultiChoice)'s reply28 Dec 2017, 12:56
Official

Good day Itumeleng

It was not possible to get hold of you today and discuss your query telephonically.

Our records show that there was a debit order deduction dated 25 December 2017. Due to the public holidays, it’s possible that there might have been a delayed notification for this deduction.

However, should it happen that this debit order payment comes back unpaid in few days to come. We humbly request that you make a manual payment to keep the service active till 24 January 2018.

I apologise for any inconvenience caused in this regard.

Thank you for taking the time to contact us.

Kind regards

Dinah

Best regards,

IM
Itumeleng M's update28 Dec 2017, 13:30
Reviewer Update
Thank you Dinah for your response You are totally right in confirming the delay due to holidays those were my thoughts exactly. The debit order went off only this morning. It would have been nice to be shown some courtesy of mere communication being sent to customers that debit order will go off at a later stage as we all know that that 25th was a holiday. The fact that I called in yesterday and got a totally different story from the agent is puzzling to me. I was told to update bank details instead of being told that there is a possible delay from the banks due to holidays. If the agent did not have clear confirmation she should have asked reason for no debits that have not gone off instead of the making me confirm my banking details. I work at a call centre and know that protocol is if you are not clear on something is to put a client on hold and enquire correct information. Thank you