Thobile

On the 1st of May 2023 I contacted DSTV advising them the debit order for the month of April didn't go off and the agent that was assigned to my enquiry confirm that the payment is reflecting on the system. My reason for following was to confirm what could have transpired and make the payment but I was informed that the payment of R78 is reflecting on the system. So I then thought the payment was covered by the decoder insurance subscription that was credited back into my dstv account as it was credited to bank account. Dtsv was still deducting the decoder insurance subscription even after I requested cancelation last year July. Friday the 05 May 2023 I received the sms saying that the debit order didn't go through. I then contacted them again and the agent advised that the payment of R78 was not received from my bank. I advised the them that but the agent that was assisting me last week confirmed that the payment is reflecting and I mentioned that the reason why I was following up on the 1st May 2023, I wanted to make a payment but I was assured that the payment is reflecting on the system. The agent then advised me that they did try to debit on the 30 April 2023 but it declined on the 04 May 2023 which I failed to understand because I had funds on my account on the 30 April 2023 and I followed up the following day. I checked my transactions, and they only attempted to debit my account on the 02 May 2023 which explains why it declined. Initially wrong information was provided by DSTV. The second agent that I spoke to stated that it seems that I'm double billed and she has escalated the matter to the relevant department to rectify. She said the system billed me until 29 June, and she can't confirm why it happened but it does happen automatically I got confused more. Now I'm getting different versions of the story. Well when I work up this morning my channels have been disconnected. I contacted them again and I was assisted by Lindiwe who gave me her version of the story. She then advised that the payment of R78 was not received and apologized for the misunderstanding as I did mention to her that Dtsv provided incorrect information when I doing a follow up, my question was who will be liable to pay for the extra costs and her response was ' Sadly you have to pay I will have to pay the required amount' and my question was ' So I will pay for the extra costs for your misunderstanding?' I did not get the answer to my question instead she told me about the payment methods, stating that my payment method is cash that is why they were unable to debit my account, but they did attempt to debit on the 02 May 2023. I need to know who will be liable to for the extra costs as I incorrect information was provided by your agent. My sister is having the same issue where you are at fault but you advised her that there is nothing you can do.