Urgent Complaint – Incorrect Netflix Billing and Service Disconnection

I am writing to formally lodge a complaint regarding incorrect billing on my DStv account.

In August, I was billed R714, which I paid in full. I later discovered that part of this amount included charges for a Netflix subscription that I never added or used. When I contacted your customer service team, I was told that the Netflix account was added “on my side,” which is incorrect.

Following your advice, I contacted Netflix directly, and they confirmed that I do not have any active account with them. Netflix advised me to request a refund from Multichoice, as the billing originated from your side.

I requested both a cancellation and refund, and while the Netflix add-on was eventually cancelled after several weeks, I was informed that no refund would be issued for the incorrect charges.

Now, in November, I have again been told that I must pay for Netflix, even though I do not have or use this service. I have already paid R600 for my actual DStv services, which excludes Netflix and insurance. However, my account has been disconnected because of an alleged outstanding balance of R209.07, which again includes charges for Netflix that were not authorized by me.

To date, no one has been able to clearly explain how Netflix was activated or why these charges keep appearing when both I and Netflix confirm that I do not have an account with them.