Unfair Heartless Treatment from Dstv

On Monday, 08 July 2024 my Dstv subscription was disconnected and I made payment on Tuesday, 09 July 2024 but still I wasn't reconnected. Then I contacted Dstv to ascertain the the reasons why I was not connected again. I was informed that my account is in arrears (of over R500), which accumulated on monthly basis, which I wasn't aware of. The customer service people insist that I have to fully settle the outstanding balance errears (over R500) before I can be reconnected. After I went through the ordeal of attempting to resolve the matter with about two customer service people. The 1st person made me to hold the phone for up to 30 minutes after I have been on a call with her for about 30 minutes and disappeared without resolving my query. The 2nd person after a lengthy conversation managed to scalated to the manager. The manager contacted me telephonically after an hour and identified the causes of the arrears which imminent from mistake made by their people. My account is on price locked package of 24 months (R399) however I was billed incorrectly an amount of R474 on monthly basis. The manager reconnected my subscription, apologized for the inconvenience caused to me and my family and confirmed our discussion by forwarding the email letter to me on the same day detailing what transpired and the corrective measures that need to be implemented to remedy the problem. However, on Thursday, 10 July 2024, my subscription was disconnected again. I repeated the same traumatizing process again and contacted the Dstv customer service only to be disappointed by the treatment I received from customer service people. I was made to feel like I was a nuisance by the customer service people. I spoke to about three people on that day. After being on a call for about 30 minutes (per call) the 1st two females, each of them, made me to hold over 30 minutes (per call) and disappeared without concluding the call amicably. I was left in limbo wondering whether I will ever receive a good service, the query will ever be resolved or may I was talking to the wrong persons. The 3rd person escalated my frustration to another level by keep on telling me her side of the story without paying attention to what I was saying to her and overlooking the important facts I have emailed to the help@dstv with the reference number: ***. She's persist in telling me that she must look into the history of the account because she can't simply rely on the findings and solutions that form part of the letter from Thomas alone when making a decision to reconnect my services. I inform her that I'm not in a position to engage with her on a call for another traumatizing lengthy period but she couldn't want to accept my point of view. I also mentioned that my call will be disconnected soon as I was running out of airtime. As soon as I was about to be disconnected I asked her whether she is going to call me to continue our conversation, then she just said maybe. I notified her that I'm out of airtime and hang up. The content of the email from Thomas, the manager aimed to address the problem and also identify the root causes of the problem as a way forward to resolve the matter. I hope that Dstv will resolve this matter amicably and urgently. This matter has been on going for a while since last year. We took this contract on the premises of benefiting through discounted price of 24 month contract package that includes Netflix and saving money. We entered into a new contract on July 2023 last year after the previous contract expired on May 2023. This is how Dstv reward loyalty by giving its customers a raw deal. Dstv conduct its business in an ********* manner as well as its affairs in an dishonest, unfair and unfavorable terms that impact negatively on their customers. I doubt that we will ever enter into another contract again. This was a painful, hurtful and traumatizing experience.