URGENT COMPLAINT: Incorrect Debit Order, Duplicate Charges & Unauthorised Billing – Refund Required Immediately

Dear DStv Customer Care,

I am writing this email in utter frustration and disappointment following the recent unauthorised debit order of R1,947.84 processed on 25 October 2025 against my account.

I would like to make it clear that this debit order is incorrect, unjustified, and unacceptable.

Firstly, I have been charged twice for both my DStv Internet 400GB Subscription and DStv Compact Subscription. On top of that, a so-called “Balance Brought Forward” of R610.84 has appeared on my account — with no explanation whatsoever as to where this amount emanates from. Secondly, I have also been billed for two routers, despite being clearly informed that my previous router contract had expired and that I was to take a new one. I comp**** and received the new router, which, from the date of delivery, never worked until I was assisted by Zimkhitha Tyhopho on 24 October 2025.

I would like to acknowledge Zimkhitha’s excellent support — she was the only one who effectively assisted me and got the new router working. I even rated her a 10/10 for the service she provided. However, my appreciation for her service does not erase my complete dissatisfaction and anger at the way MultiChoice has handled my billing.

It is unreasonable and ********* for MultiChoice to debit such a huge amount without alerting me properly — a mere SMS three days before debit is not sufficient communication for such significant changes. This entire experience is disrespectful to loyal, long-standing customers like myself, and it has truly made me reconsider my relationship with MultiChoice.

I therefore demand the following:

1. An immediate reversal/refund of the incorrect debit amount of R1,947.84.

2. A detailed breakdown explaining the “balance brought forward” and the duplicate charges app****.

3. Confirmation that the old router contract has been permanently cancelled and that I am not being charged for two routers.

This matter requires urgent attention and resolution within 48 hours. Failure to do so will leave me with no choice but to escalate this issue further to the Consumer Protection Office and other relevant regulatory bodies.

I have been a loyal DStv customer for many years, but this kind of treatment and lack of transparency is completely unacceptable. I need my money refunded immediately.

Regards Lindumusa Nxele DStv Customer Account Number: *** Contact: *** Email: ***