Unsatisfied customer: *** and ID ***

Good day

I am currently on price lock contract with MultiChoice and have honoured my payments religiously without fail via debit order however I have received the SMS below today: “We've stopped your DSTV as you've not paid. To reconnect, pay R305.68 using ref no.***9. Once paid, we'll reconnect you. To pay: payat.io/dstv/***9.”

The services were initially cut off at 05:00 am on Sunday the 25th August 2019 and I contacted MultiChoice at 16:25 and spoke to a consultant who informed me that she will escalate the matter to one of the technicians and was promised the issue will be resolved within an hour of it didn’t happen. I then called again at 18:03 and spoke to a second consultant who advised me that she will again escalate to one of the technician and was given an SLA of 30 minutes and I then asked a consultant on how MultiChoice is going to compensate me as a customer for inconvenience cause and the fact the MultiChoice is pay TV and I couldn’t watch my favourite programmes the consultant then advised me than she will transfer me to her Team Leader and I waited for more than 4 minutes without being connected to a Team Leader and I ended up disconnecting the call.

The DSTV connection came back at around 21:00 on Sunday the 25th August 2019 and all was good and well and I thought the worst is over and to my amazement MultiChoice decided to disconnect the services and I called today to enquire with consultant: Nolizwi Mayiza who advised me that she will escalate the matter to one of the technicians to reconnect my DSTV and asked her to connect to her Leader: Junaid and was advised Junaid is unavailable as he is busy sorting out the same issue the clients are experiencing.

I then requested for the complaint department email address and she gave me ***.

My frustration is that MultiChoice is pay TV channel of which one pays in advance for viewed channels of which in this case MultiChoice did not render for the service paid for. My question is how is MultiChoice is going to compensate me as a customer and furthermore an SMS was sent to me today providing reason why the services were disconnected and lastly if the message that was sent to me today of R305.68 for reconnection fees where is it coming from.

I am feeling embarrassed to explain to my kids and my wife that I did honour my debit order for August month and they are starting to doubt my integrity as the head of the family since I am getting such SMS reminding that I have defaulted on my promise.

I will appreciate the prompt feedback on above request.

Look forward in receiving your feedback.

Warmest Regards

Victor Khanyi