Total lack of service

Our TV is for the enjoyment of the residents of the retirement village. On the 1st of April 2020 we entered a new contract with Multichoice on the STAY ULTRA package. On 14 Oct Channel 201 showed an error E16-4. I contacted them on Whatsapp, which was a nightmare to begin with. Consistently told there Must be gremlin in the system or Something has gone wrong - Would you like to try again!! I eventually gave up and called on the landline to Customer Care. Got through to Enter this - Press this - etc - Just to be told "Your account is suspended because you are in arrears" You owe us Zero Rands! How do you wish to pay??? IF you pay now we can reconnect you.!! Suffice to say that was not the truth!!!. I eventually asked to speak to a consultant (Devon)- the consultant agreed we were not in arrears but in fact in credit. I explained the problem and he said he would reset the error and that would take approx 30 min to take effect. Lo and behold = at the end of 30 min Channel 201 did not even show on the Channel List. Called again - got through to Gugulethu who (once again) took all the details and when she found out we are a business account promptly told me to call Business Dept. She could not assist me - period. TRIED to call Business - told - you are No11 on the line - should take no more than 3 mins - suffice to say 40 minutes later I put the phone down. Now tried the email route - now we are on 21 Oct already - Response - Your reference number is.#### and we shall get back to you in 24 hrs.Response was: Kindly note that error has been cleared on smart card number;####### play basic package, please reboot the decoder and also find attached channel list for play basic package. Only problem is we are NOT on Play Basic we do NOT want to be on play basic - we signed a contract for STAY ULTRA!!!! When I stated this in the response email I was told "Provide your full contract and signed Terms and conditions and confirm your smartcard number" !! NOW ALL OF THIS IS ALREADY IN THEIR POSSESSION - but hey - let's send it AGAIN!! Wait - wait no response. When I query why we are hearing nothing in return I am told we did not receive the contract!!! I attach the email sent (with contract AND terms) and this time add a few choice words!!! Now I get an email back saying you are on Play Basic and you state your Tv is in the conference room so you can choose between Play Basic or Play Ultra ONLY. WHAT??? The temerity of telling me what I may or may not choose!!! Last I checked we are staying in democratic country - OR NOT according to Dstv!! AT the writing of this review - MATTER STILL UNRESOLVED - HAVE MISSED QUITE A FEW RUGBY MATCHES AND AM STILL ON PLAY BASIC!!

Thank you Dstv - our residents applaud your excellent (lack of) service!!!

References *** to name but a few!!

Toerien Loubser Services Manager Kronendal Retirement Village