DM
Dhameshka M
1 reviews | Active since Jun 2018
09 Jun 2018, 23:07
Unauthorized Debit Order
I am currently paying my sister's Dstv account via EFT. On the 3rd of May DSTV had debitted my account without my authority. I had also made a EFT payment for May. When I paid for the month of June, I checked the statement and shows I am in credit. My sister phoned the call centre on 2 June, the agent advised it will be easier to reverse the debit order. She phoned on the 5th June ; spoke to an agent, she advised to foward my details which she did. On the 6 June she received an email from Dstv asking for proof of payment., she also received an sms from Dstv stating they cannot process the refund because of documents. I sent the proof of payment. I phoned the call centre again on Friday, the agent advised me they require the third parties details as I requested for her bank account to be refunded. Wow DSTV , your institution surely knows how to scew up!!! Not only do your' l debit people that are not DSTV subscribers but your'l cant even provide proper , ethical and efficient customer services????? Its been a week , does it really take that long to process a refund??? Why are the call centre agents not advising us correctly. It is ********* to debit ones account without authorisation and providing excuses to not refund. I hope the National Consumer Commission can get involved and assist.
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Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
10 Jun 2018, 14:05Dear Dhameshka Moodley
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply10 Jun 2018, 14:05
Official
Dear Dhameshka Moodley
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
11 Jun 2018, 12:16Dear Dhameshka Moodley.
Our records indicate the refund has been captured awaiting approval by the finance department. The method of payment on the account was debit order, however the system would not send the meg tape for the debit because we always received manual payment before the system could generate the debit order meg tape.
We have changed the method of payment from debit order to cash.
We sincerely apologise for any inconvenience that may have been caused.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards,
Edward
DStv Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply11 Jun 2018, 12:16
Official
Dear Dhameshka Moodley.
Our records indicate the refund has been captured awaiting approval by the finance department. The method of payment on the account was debit order, however the system would not send the meg tape for the debit because we always received manual payment before the system could generate the debit order meg tape.
We have changed the method of payment from debit order to cash.
We sincerely apologise for any inconvenience that may have been caused.
Should you require further assistance, please do not hesitate to contact us send an email to *** .
Kind regards,
Edward
DStv Hello Peter Team
Best regards,
DM
Dhameshka M's updateReviewer Update
12 Jun 2018, 18:25When I had called the call centre on Friday, to check up , she confirmed the banking details of the recipient telephonically, she advised the refund will take 5- 7 days. I phoned the call centre today, an agent advised me it was approved yesterday as there are bank charges involved since it is a debit order. Can someone please tell me what is the truth as I no longer believe the call centre agents. My sister cannot wait 5- 7 working days as she has a debit order going off on the 15th. She does have insufficient funds and that debit order will return , which will cause other charges . As much as finance has a process in place as a company your' ll need to come to terms and accept what your' ll did was wrong. How your' ll handling this situation is wrong. This case is not a normal refund , its an unauthorized debit order. Sorry to say this but DSTV operating as a South African company has no values and ethics and your' ll want to charge us R809 for what???? I will be taking this up further with the National Consumer Commission. Customers , in this case a non client should not be chasing a company for a refund of an unauthorized debit order. Once this goes to National Consumer Commission, I will take to social media.
DM
Dhameshka M's update12 Jun 2018, 18:25
Reviewer Update
When I had called the call centre on Friday, to check up , she confirmed the banking details of the recipient telephonically, she advised the refund will take 5- 7 days. I phoned the call centre today, an agent advised me it was approved yesterday as there are bank charges involved since it is a debit order. Can someone please tell me what is the truth as I no longer believe the call centre agents. My sister cannot wait 5- 7 working days as she has a debit order going off on the 15th. She does have insufficient funds and that debit order will return , which will cause other charges . As much as finance has a process in place as a company your' ll need to come to terms and accept what your' ll did was wrong. How your' ll handling this situation is wrong. This case is not a normal refund , its an unauthorized debit order. Sorry to say this but DSTV operating as a South African company has no values and ethics and your' ll want to charge us R809 for what???? I will be taking this up further with the National Consumer Commission. Customers , in this case a non client should not be chasing a company for a refund of an unauthorized debit order. Once this goes to National Consumer Commission, I will take to social media.