Totally unhelpful and obtuse client service staff. They can't even answer 3 Y or N questions ... or refuse to!!

My 21st email to DSTV says it all ...

Dear Anyone … ANYONE!! Please help !!

1. Please assist me in resolving my payment issues (Please read history) 2. Please answer the three simple questions below 3. Please also consider this a VERY formal complaint and fwd to the appropriate senior supervisor. I am being treated VERY badly by your email support staff … I just NEED a simple Y or N reply to the 3 q’s below.

I have been trying to get this resolved for over 5 weeks. Please help or fwd to somebody who will do more than just ignore my emails. (I know your agents have received and read my request because I have receive ‘READ’ receipts … but I have not received a reply)

Please help !!

From: Scott Kennedy Sent: Friday, June 01, 2018 8:00 AM To: 'Kingsley Matlou' ********** 'Derila Wessels' ********** 'Agnes Digashu' ********** ********** ********** ********** ********** Cc: 'DSTV Africa' ********** Subject: 3 simple questions ....

Please read the history …

From: Scott Kennedy Sent: Thursday, May 31, 2018 11:20 AM To: Cc: 'Kingsley Matlou' ********** 'Derila Wessels' ********** 'Agnes Digashu' ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: FW: Subscription Renewal Card # ********** 286

I really do not know which is worse … the fact that you read my emails and do not reply (or even acknowledge) or the fact that you are incapable of answering 3 simple Yes or No Questions …. And I cannot move on until you do.

PLEASE HELP !!

1. Did DSTV check with your US$ Bank (Standard Charter UK)? Yes / No 2. Are you going to check if the money in your US$ account Yes / No 3. Is the money in the account? Yes / No

I’m sorry to ask but my bank is very being difficult about reversing an international transfer that they have confirmed with your bank that t actually arrived.

From: Scott Kennedy Sent: Wednesday, May 30, 2018 12:56 PM To: DSTV Africa ********** Cc: Kingsley Matlou ********** Derila Wessels ********** Agnes Digashu ********** ********** ********** ********** ********** Subject: Subscription Renewal Card # ********** 286

Dear Jose, Debit Orders , Anyone !! … PLEASE !!

My bank has confirmed for the fourth time that the money did arrive in your account – they have contacted the bank!

I’m told to ask you explicitly “Did you receive the US$?” … because there are significant penalties involved if the transaction did actually arrive and I ask for it to be returned. (Up to 35% plus any currency changes)

(You write that it was ‘not allocated’ but to my bank this does NOT mean the money didn’t arrive in your bank.)

I am aware that Derila incorrectly contacted Standard Bank … but has anyone actually contacted Standard Charter in the UK? Please … can somebody contact them asap. (Please fwd to your finance guys) By the way … I am still waiting for Derila to tell me “what is the necessary”.

Lastly, Can I pay into the Rand account … this is NOT my preference but maybe it will avoid this problem in Future. If possible … please send full details.

From: Scott Kennedy Sent: Friday, May 25, 2018 9:06 AM To: 'DSTV Africa' ********** Subject: RE: Subscription Renewal Card # ********** 286 [# ********** ]

Dear Jose,

Huge Thanks …

BUT please see attached and the history below … the transfer has been made … See attachment international transfer

PLEEEEEEEEEZE sort this out ….

From: DSTV Africa ********** Sent: Thursday, May 24, 2018 5:10 PM To: Scott Kennedy ********** Subject: Re: Subscription Renewal Card # ********** 286 [# ********** ]

Dear Scott Kennedy

Thank you for your email dated 24 May 2018. Please do not delete the case [# number] from the subject line as this is your reference number. Kindly be informed that your account is currently overdue with the amount of $81.25 as it was reconnected based on the payment that never been allocated. Please note that our billing system works on monthly bases and we can only provide you with monthly subscriptions added with the overdue amount. Two months subscriptions plus the overdue amount will $329.25. Kindly find below our banking details: • Bank: Standard Chartered Bank • Account name: MultiChoice Africa limited • Account number: ********** 5950 • IBAN Number: GB89 SCBL 6 ********** 7115 59 • Bank Physical address: Standard Chartered bank,1 Basinghall Avenue, London EC2V 5DD Note: Please use the first 10 digits of smart card number as reference number. MultiChoice Africa in South Africa is located at 251 Oak avenue in Randburg, Johannesburg. Should you require further assistance, please feel free to contact us. Kind regards

Jose Kadima Kabuya

MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC

--Original Message-- From: ********** Date: 2018/05/24 5:27:33 PM To: ********** Subject: [EXTERNAL] Subscription Renewal Card # ********** 286 Card # ********** 286 - Scott KENNEDY Dear DSTV, I wish to pay my DSTV account in US$. I am an Australian resident and my work is with the United Nations in Mali. My bank is Australian. (Beyond Bank) 1. How much to renew my subscription from NOW until the 31st of August? 2. Can you please send me the FULL banking details. 3. I will also need the address of the bank and DSTV/Multichoice’s Headquarters. 4. I am aware that your accounts department say the ONLY way to pay in US$ is to your bank (Standard Charter) in the UK – is this the case? 5. Please let me know comprehensively what else is ‘the necessary’. Your support will be greatly appreciated. Best Regards / Cordialement Scott KENNEDY, CITS Training & Enabling Manager Communications and Information Technology Section | MINUSMA (MOB Building A5) | Bamako, MALI | Ext: ********** | Cell: + ********** 0783 | DECT: ********** | Tetra: ********** 7 | Email: ********** From: Scott Kennedy Sent: Wednesday, May 23, 2018 6:33 AM To: Kingsley Matlou ********** Derila Wessels ********** Agnes Digashu ********** Cc: ********** DSTV Africa ********** Subject: Re: TENTH !!!!!! Try: URGENT and IMPORTANT Payment query [# ********** ] Dear All, I have done 'the necessary' in that I have fullfilled every instruction you have given me and confirmed transferred the USD$ to the specified US$ account DSTV Specified !!!! This has been completed successfully. - see attached as further proof Kingsley gave me the details ... furthermore your accounts section has said paying into THIS dollar account is the ONLY method available. Derila seems to think the only way I can pay is thru Standard Bank (Your RAND acct) - Who is correct? Are both Kingsley and your accts dept *****? Agnes says the above two should get together - I am yet to see evidence of this I am angry, confused and dismayed at the obtuse and disrespectful replies (if any) I get to my emails. Your specified US$ bank account (several times if you count followup question) have my $$$ and I do not have any DSTV service ... but I do have a lot of nothingness from service staff. Again ... If having done everything you have already told me to do (and that this is the ONLY way - and you state it TWICE) .... WHAT am I supposed to do when Derila says 'do the necessary' ????????????? !!!!!!!!!!! Please fwd this email history to your service complaints section. Scott KENNEDY + ********** 8575 (any time after 11.30am your time) ________________________________________ From: Scott Kennedy Sent: 22 May 2018 11:44 To: Kingsley Matlou; Derila Wessels; Agnes Digashu Subject: FW: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Dear Kingsley, This was your email to me over a month ago (emphasis added)… and I have comp**** completely . Please explain why I need to go back to my bank (and do ‘I don’t know what’). Please talk to Derila. From: DSTV Africa ********** Sent: 21 April 2018 06:59 To: Scott Kennedy Subject: Re: Re: Subscription Renewal Card # ********** 286 - Scott KENNEDY [# ********** ]

Dear Scott Kennedy

Thank you for your email dated 20 April 2018. Please do not delete the case [# number] from the subject line as this is your reference number.

The Amount is $528.15 (R6549.06) Please use the below banking details when paying in Dollars Multichoice Africa Limited Standard Chartered Bank Account Number: ********** 5950 IBAN: GB89 SCBL 6 ********** 7115 59 Swift Code: SCBLGB2L Reference Number: Use the first 10 digits of the smart card number as a reference. Rand Account Standard bank Account number ********** 42 Branch - Randburg (018005) Use the first 10 digits of smart card as reference

Should you require further assistance, please feel free to contact us.

Kind regards

Kingsley Matlou MultiChoice Africa Customer Liaison

From: Derila Wessels ********** Sent: Tuesday, May 22, 2018 11:25 AM To: Scott Kennedy ********** Kingsley Matlou ********** Agnes Digashu ********** Cc: DSTV Africa ********** Subject: RE: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Dear Mr Kennedy We humbly apologise for the inconvenience caused, I can see you are very upset but you have to go the bank where the payment was made and instruct them to do the necessary. Regards Derila Wessels DTH Billing Consultant Africa Department M ********** 018 T + ********** 4012 F +27 ********** 284

From: Scott Kennedy ********** Sent: 22 May 2018 01:08 PM To: Derila Wessels; Kingsley Matlou; Agnes Digashu Cc: DSTV Africa Subject: [EXTERNAL] RE: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Please read the details/history … You told me the ONLY way to transfer the money to your US$ account in the UK. I have done that! This has NOTHING to do with Standard Bank (your Rand Acct)!!!! . Please get in contact with YOUR bank!! That is YOUR US$ Bank based in the UK. STANDARD CHARTER BANK IN THE UK IS YOUR BANK NOT MINE!!!! Can I be any clearer !!! The Money is with the UK bank YOU told me to transfer it to !!! Again … please read the history – THIS HAS NEVER HAD ANYTHING TO DO WITH YOUR RAND/StandardBank Acct. Why is it so difficult to understand: Again … I have transferred the $$ to your dollar acct as request by you! (in fact you have said it is the ONLY way to pay !!!!!!!!!!!!!! From: Derila Wessels ********** Sent: Tuesday, May 22, 2018 10:55 AM To: Scott Kennedy ********** Cc: Kingsley Matlou ********** Agnes Digashu ********** DSTV Africa ********** Subject: RE: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Dear Mr Kennedy The banking details are correct but the funds are still stuck with Standard Chartered Bank as previously stated that Standard Bank South Africa are not involved on the swift, kindly do an enquiry at your bank for them to forward it as soon as possible. Regards Derila Wessels DTH Billing Consultant Africa Department M ********** 018 T + ********** 4012 F +27 ********** 284

From: Scott Kennedy ********** Sent: 22 May 2018 11:56 AM To: Derila Wessels; Scott Kennedy Cc: Kingsley Matlou; Agnes Digashu; DSTV Africa Subject: [EXTERNAL] RE: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Dear Derila, The transfer was sent to your US$ account in GB: I used the banking details YOU gave me … PLEASE SEE THE HISTORY BELOW: Thank you for your email dated 20 April 2018. Please do not delete the case [# number] from the subject line as this is your reference number. The Amount is $528.15 (R6549.06) Please use the below banking details when paying in Dollars Multichoice Africa Limited Standard Chartered Bank Account Number: ********** 5950 IBAN: GB89 SCBL 6 ********** 7115 59 Swift Code: SCBLGB2L Reference Number: Use the first 10 digits of the smart card number as a reference. Further more: From YOU … The only methods of payment available for DStv account in Mali is the bank transfer to the following banking details: Standard Chartered Bank Dollar Account Please read the history … please fwd to a supervisor … Please contact YOUR bank at the details you gave above !!!!!! From: Derila Wessels ********** Sent: Tuesday, May 22, 2018 7:12 AM To: Scott Kennedy ********** Cc: Kingsley Matlou ********** Agnes Digashu ********** DSTV Africa ********** Subject: RE: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] Dear Mr Kennedy Please see message attached from Standard Bank South Africa, The bank stated that Standard bank South Africa is not involved on the swift. The remitter has destined the funds for Standard Chartered London. Please do an enquiry with Standard Chartered London to release the funds. Regards Derila Wessels DTH Billing Consultant Africa Department M ********** 018 T + ********** 4012 F +27 ********** 284

From: DSTV Africa Sent: 20 May 2018 10:02 AM To: Derila Wessels Cc: Kingsley Matlou Subject: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ]

Dear Derila, Would you kindly respond to the client below regarding allocation. Kingsley will come to your desk.

Kind regards

Agnes Digashu

MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC

--Original Message-- From: ********** Date: 5/19/2018 10:27:12 AM To: ********** Subject: [EXTERNAL] Fw: THIRD Try: URGENT and IMPORTANT Payment query [# ********** ] I am getting very tired of being ignored and being told BS/incorrect info. My account is inactive yet my bank for the third time has confirmed the transfer to your US $ account in the UK Please read the entire history ... too often I get a reply that is superficial and does nothing to answer my questions or solve this issue. Please fwd this email history to your supervisor.

________________________________________ From: Scott Kennedy Sent: 18 May 2018 14:27 To: ********** Subject: 2nd Try: URGENT and IMPORTANT Payment query [# ********** ] Further to my previous email below I would like to add what your debitorders dept says … Please reactivate my account. The only methods of payment available for DStv account in Mali is the bank transfer to the following banking details: Standard Chartered Bank Dollar Account • Bank account no: ********** 5950 • Branch code: 018005 • Swift address: SCBLGB2L • IBAN Number: GB42SCBL ********** ********** • Ref no: first 10 digits of smart card number WHICH IS THE BANK I USED !!!!! See attached MT103 From: Scott Kennedy Sent: Friday, May 18, 2018 10:16 AM To: ********** ********** Subject: URGENT and IMPORTANT Payment query [# ********** ] Please give me a phone number to call !!! How can you say I sent the money to the wrong bank when I sent it to the bank you designated? I also used the Address of this bank … THAT YOU GAVE ME !! This has dragged out for nearly a month !! I used the banking details YOU gave me … PLEASE SEE THE HISTORY BELOW: Thank you for your email dated 20 April 2018. Please do not delete the case [# number] from the subject line as this is your reference number.

The Amount is $528.15 (R6549.06) Please use the below banking details when paying in Dollars Multichoice Africa Limited Standard Chartered Bank Account Number: ********** 5950 IBAN: GB89 SCBL 6 ********** 7115 59 Swift Code: SCBLGB2L Reference Number: Use the first 10 digits of the smart card number as a reference. PLEASE REACTIVATE MY DSTV !!!!!!! PLEASE FWD THIS TO YOUR SUPERVISOR SO THEY CAN DO SOMETHING ABOUT RESOLVING THIS ISSUE From: DSTV Africa ********** Sent: Friday, May 18, 2018 8:28 AM To: Scott Kennedy ********** Subject: Payment query [# ********** ]

Dear Scott Kennedy,

Thank you for your email dated 18 May 2018. Please do not delete the case [# number] from the subject line as this is your reference number. Kindly be advised that your DStv services have been disconnected.As per attached MT103 document, Standardbank South Africa is not involved on the swift. You have destined the funds from Standard Chartered London. May you please contact your bank as they will be able to assist you accordingly. Should you require further assistance, please feel free to contact us.

Kind regards

Maria Da Silva

MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC

--Original Message-- From: ********** Date: 2018/05/18 9:19:50 AM To: ********** Subject: [EXTERNAL] FW: RE: Payment query [# ********** ] My subscription is deactivated AGAIN !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Please read history …. From: Scott Kennedy Sent: Wednesday, May 16, 2018 10:30 AM To: ********** ********** Subject: FW: RE: Payment query [# ********** ] 2nd Try … A response would be appreciated. Money is still not in my bank and DSTV still not working !! From: Scott Kennedy Sent: Tuesday, May 15, 2018 8:27 AM To: Subject: RE: RE: Payment query [# ********** ] Please Confirm when account expires next …. It was supposed to expire 31st of August … but with these past days having no service I would expect this to change? From: DSTV Africa ********** Sent: 21 April 2018 06:59 To: Scott Kennedy Subject: Re: Re: Subscription Renewal Card # ********** 286 - Scott KENNEDY [# ********** ]

Dear Scott Kennedy

Thank you for your email dated 20 April 2018. Please do not delete the case [# number] from the subject line as this is your reference number.

The Amount is $528.15 (R6549.06) Please use the below banking details when paying in Dollars Multichoice Africa Limited Standard Chartered Bank Account Number: ********** 5950 IBAN: GB89 SCBL 6 ********** 7115 59 Swift Code: SCBLGB2L Reference Number: Use the first 10 digits of the smart card number as a reference. Rand Account Standard bank Account number ********** 42 Branch - Randburg (018005) Use the first 10 digits of smart card as reference

Should you require further assistance, please feel free to contact us.

Kind regards

Kingsley Matlou MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC --Original Message-- From: ********** Date: 2018/04/20 8:14:37 PM To: ********** Cc: ********** ********** Subject: [EXTERNAL] Re: Subscription Renewal Card # ********** 286 - Scott KENNEDY [# ********** ] Dear Jose / DSTV Can you please tell me what the cost to extend my package for another FOUR months (PLUS the rest of April). To be clear I would like my account to fall due at the end of August (31st). Please let me know the price in US$ and Rand. I will need your bank details to arrange the transfer. (Both the Rand acct. and the $$ acct. I will do this ASAP and after sending you confirmation of the transfer I hope that you can do something to ensure no break in my service. THANKS! From: DSTV Africa ********** Sent: Monday, May 14, 2018 5:43 PM To: Scott Kennedy ********** Subject: Re: RE: Payment query [# ********** ]

Dear Scott Kennedy

Thank you for your email dated 14 May 2018. Please do not delete the case [# number] from the subject line as this is your reference number.

Please provide us with your smartcard number.

Should you require further assistance, please feel free to contact us.

Kind regards

Kingsley Matlou MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC

--Original Message-- From: ********** Date: 2018/05/14 5:17:38 PM To: ********** Subject: [EXTERNAL] RE: Payment query [# ********** ] You can see from above I have been debit your fee … You can also see that I have NOT been refunded. PLEASE REACTIVATE MY SUBSRIPTION ASAP !!!!!! From: Scott Kennedy Sent: Saturday, May 12, 2018 7:14 PM To: ********** Subject: Re: Payment query [# ********** ] My bank has made the payment !!!!!!!!!!!!!!!!!!!1 The $$$ are NOT in my account !!!!!! I would greatly appreciate you investigate the issue from your end ... This should not be so difficult .... and hasn't been for the last 7 years!! Please reactivate mt DSTV ASAP !!!!!!!!!!!!!!!!!!!!!!! ________________________________________ From: DSTV Africa ********** Sent: 11 May 2018 14:25 To: Scott Kennedy Subject: Payment query [# ********** ]

Dear Scott Kennedy,

Thank you for your email dated 11 May 2018. Please do not delete the case [# number] from the subject line as this is your reference number. Would you kindly confirm if your bank managed to allocate the payment. Awaiting for your response. Should you require further assistance, please feel free to contact us. Kind regards

Agnes Digashu

MultiChoice Africa Customer Liaison

Beware of ****s to get your identity and credit card numbers. If you are not sure whether an e-mail or other information request is legitimate, please phone our call centre immediately to verify. To find your closest Call Centre, please visit http://www.dstvafrica.com

MultiChoice Africa (Pty) Ltd is an authorised financial services provider. FSP license number 11514.

NMS Insurance Services (SA) Ltd is the underwriter of the DCC