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Tshepiso S

1 reviews | Active since Feb 2015

29 May 2018, 12:53

Terrible service and terrible customer journey.

On the 28th May 2018 I have written email to multi-choice as indicated below, in that regards till this time no one has taken that initiative to contact me as their customer they don't care with how they treat their customer i'm asking myself if they live or uphold their values including their manifesto as a business to their customers. I'm actually upset and will take this matter further to the ombudsman if needs be.

Good day

Hope you well,

I’m actually upset and disappointed of the service received from your company as the first time customer.

I made numerous calls to you asking if my debit details are correct, people I spoke they have confirmed that they are correct. Surprisingly when I call today few minutes ago I spoke to one of the call centre agent to confirm why my monthly debit order premium didn’t go off on the 25th May 2018, the response she gave me was inappropriate, she told me that debit order of R900+ was unsuccessful on the 25th May 2018, I then ask her to confirm my details she couldn’t as she was unable to and I told her the amount she’ giving me is the amount I confirmed with the agent I spoke to early this month.

I called early this to confirm if my debit order details are correct and the amount to be debited is correct, the agent I spoke to provided me with the response and told me R 549.00 is to be debited on the 25th May 2018 and you have banking details everything is order.

I spoke to Thokozani team leader he’s not resolving my issue he’s sending pillar to post, I have asked him to go and listen to all the calls I have made to your company early this month but he doesn’t seem he cares or he’s willing to resolve my issue.

All I’m saying if this matter is not resolved within 24hours I’m logging a complaint with Hello Peter and Ombudsman because I’m not going to pay R900+ odd rand as I called earlier during the month, it was confirmed that you will debiting my account R 549.00 in the 25th of May 2018 because I know I deal with budget and making my debts are in order. I also need to an explanation which bank account did you debit from and where did you get those banking details from because I didn’t receive any notification from my bank because I have given you my correct details.

Regards Tshepiso

0
Replies (4)
DStv (MultiChoice)
DStv (MultiChoice)'s reply29 May 2018, 14:59
Official

Dear Tshepiso

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

Kind regards

DStv: Hello Peter Team

TS
Tshepiso S's update29 May 2018, 15:54
Reviewer Update
The problem with multi choice is that they continuously providing such lame response " Feedback will be communicated as soon as possible." then nothing is done until you complain again
TS
Tshepiso S's update30 May 2018, 14:23
Reviewer Update
Dear Edward, it's clear that no further investigation was presented by your company with all the issues raised from my complaint. I called during the month May 2018 spoke to one of your consultant asking her my May premium and if everything was in order also had decoder issues?, the response I’ve received from her she advised that my debit details are correct and R 549 premium will go off on the 25th May 2018. To my surprise I went to my bank and check if every debit order went off only to find out it’s only Multichoice that didn’t debit my account, I took an initiative to contact you again on the 28th May 2018 that’s Monday, I spoke to one of your consultants asked her why didn’t you debit my account she couldn’t pick why I had to reconfirm my account number to her because she could even see the last four digits of my account number, I asked to escalate to her manager, she made me speak to the manager he was just off no help and didn’t even take that my issue into consideration. I need all call recordings to be sent to my email address because you have it under my profile, I need to listen you to all my calls made to your company, as I’m telling you I’m making efforts to communicate with you but you treat me like **** with the service you provide to me even your response you not answering my query . Take a note I’m logging a dispute with the ombudsman and if needs be I will escalate to your executive team. Regards Tshepiso
TS
Tshepiso S's update31 May 2018, 07:09
Reviewer Update
it's funny how you continuously contact me when you want sales, however no one is taking that initiative to contact me to resolve my issue at this current moment, I think or maybe your executive team will contact me after login a detailed complaint with them.