1 reviews | Active since Jul 2016
Unreasonable payments
<p>Mostly wanting to understand the level of fairness within DStv with regards to 'late payments'/'catch-up payments'. I had my DStv set up in February this year but did not pay it the following month. I recently had it reconnected, only to be told that I have to pay a reconnection fee (why is this fee applicable if I've already paid my once-off fee for a decoder in February?) and an extra R350+ amount WITH my premium package. The amount came to over R1100. My question is, that R350+ amount I had to pay- why should I pay that? I was told DStv gives their customers a 'grace period' in which to pay their account, but what if I was not at home during those 2 weeks at the end of February, i.e. NOT at home watching tv, but yet I still have to pay that R350+? I've paid for the month of February, fine. But to pay for days that I am 'supposedly' watching? No. It seems a bit unfair to me, and a huge rip-off. Why- if I choose to not pay my DStv, and not at home during that grace period, should I still pay? And a significant amount as well? Also, DStv is ripping people off; they should start selling their channels one by one, or at least put SS1/SS2 in more than one package! Gosh</p>
Dear Laura Heldsinger
We truly appreciate you taking your time and bring your concern to our attention.
Please be informed that if we don't receive any form of communication to disconnect your DStv service by the end of the current billing cycle. The service will be suspended due to non-payment and you will be charged the pro rata amount for the number of days viewed.
Upon the reconnection of service, you will be required to pay the full amount which includes the reconnection fee, the overdue balance (grace period) and the current pro rata balance. We offer a monthly fixed contract and the monthly payment is required.
We understand that you would like to choose your own channels, as you believe you would pay less. There is an “economies of scale” benefit when channels are grouped into packages and offered to a set number of customers. What this means is that it is cheaper for our customers to get packages, as opposed to making up their own package.
Individual channels on their own are expensive and if customers were to select a mix of their own channels, they would end up paying more than what they currently pay. As channel choices vary greatly, there is also a chance that a specific niche channel will become unaffordable if there is too little interest.
We put a lot of thought and research into putting together the DStv Packages and maintaining them. We ensure that there are a variety of packages available to suit every pocket, and that every package will offer something for every member of the family. We also consistently monitor feedback from customers, and factor this in when deciding on changes to packages.
Kind regards
Dinah
Best regards,
Dear Laura Heldsinger
We truly appreciate you taking your time and bring your concern to our attention.
Please be informed that if we don't receive any form of communication to disconnect your DStv service by the end of the current billing cycle. The service will be suspended due to non-payment and you will be charged the pro rata amount for the number of days viewed.
Upon the reconnection of service, you will be required to pay the full amount which includes the reconnection fee, the overdue balance (grace period) and the current pro rata balance. We offer a monthly fixed contract and the monthly payment is required.
We understand that you would like to choose your own channels, as you believe you would pay less. There is an “economies of scale” benefit when channels are grouped into packages and offered to a set number of customers. What this means is that it is cheaper for our customers to get packages, as opposed to making up their own package.
Individual channels on their own are expensive and if customers were to select a mix of their own channels, they would end up paying more than what they currently pay. As channel choices vary greatly, there is also a chance that a specific niche channel will become unaffordable if there is too little interest.
We put a lot of thought and research into putting together the DStv Packages and maintaining them. We ensure that there are a variety of packages available to suit every pocket, and that every package will offer something for every member of the family. We also consistently monitor feedback from customers, and factor this in when deciding on changes to packages.
Kind regards
Dinah
Best regards,