Unsatisfied Client

I am writing to formally lodge a complaint regarding the unacceptable service I have received as a long-standing DSTV customer. I recently upgraded my subscription from Compact to PVR, and despite making the required payment, my PVR remains disconnected.

Here are the details of the issue:

1. On 27/12/2024, I made the payment for my PVR subscription via the DSTV app.

2. Despite the payment being made before the due date, my PVR was blocked.

3. On 30/12/2024, I emailed your customer care team to resolve the issue. A representative, Lerato, responded and explained that the payment needed to be transferred to a specific PVR account. She requested proof of payment, which I promptly provided via screenshots from my bank app. 4. Despite my screenshot clearly displaying the payment details (amount and reference number), I was told it was insufficient. I was further given instructions to request proof of payment from my bank, which I followed. However, my bank informed me that since the transaction was made through the DSTV app, they could only provide a bank statement.

5. I sent the bank statement with all relevant details to DSTV, yet my PVR remains disconnected, and I have received no resolution.

This experience has been extremely frustrating. Not only have I fulfilled my payment obligations, but I have also gone out of my way to provide all requested documentation. The lack of assistance and continuous requests for information that has already been provided are unacceptable.

I am now demanding the following:

1. Immediate reconnection of my PVR subscription.

2. A detailed explanation of why my account was blocked despite timely payment.

3. Compensation for the inconvenience caused due to the lack of service I paid for.

I trust that you will resolve this matter promptly. Should this issue remain unresolved within seven (7) days from the date of this letter, I will have no choice but to escalate the matter to the relevant consumer protection authorities.

I hope to continue enjoying DSTV’s services as I have for years, but I also expect the respect and efficiency due to a loyal customer.