VERY BAD CUSTOMER SERVICE!!!

On the 24th of February 2021 I app**** for a DSTV 24 months contract telephonically and I was assisted by one of their agents.

On the 12th of March I contacted DSTV via their Live chat to do a follow up on my application since I still had not received the decoder. My query was escalated to the Price Lock Department and they called me, but I missed their call that day and they never called again.

On the 25th of March a debit order from MultiChoice went off my account but they still had not delivered the decoder. I contacted DSTV on the 29th of March via the Live chat and asked for the Price Lock department’s contact number and I was told that I can’t contact them directly. I did a follow up and they escalated my query to the Price Lock Department again, and I once again missed their call.

I contacted them again the following day (30th of March) via Live Chat and again, they escalated it to Price Lock with the reference number ***2 and this time they managed to get hold of me. The agent told me they haven’t been able to deliver because there was something wrong with the address I gave them. A month had passed since I app**** for this contract, but no one contacted me to let me know there was a problem with the address I gave them. She then updated my address and said she’ll send it to the courier company and they will contact me. More than 10 days had passed and there was no communication from DSTV or the courier company and I followed up again on the 13th of April via Live Chat. Price Lock agent called and this time I wanted them to cancel the contract since they had failed to deliver. The agent said she was not sure if the one who assisted me on the 30th of March did send an instruction to the courier company to deliver the decoder. She promised to do a follow up and she said she was going to call me after getting that information and I never received any communication from her or anyone from DSTV.

On the 22nd of April I contacted them via Live chat and when the agent called, she seemed to have a solution. She asked me to give her an alternate address, checked it on Google maps and she said it was okay. She then promised to send an instruction to the courier company and again, nothing happened after that.

I contacted them again yesterday (21st of May) via Live chat and asked them to cancel the contract because in 3 months not only did they fail to deliver but there was also lack of communication and bad service. When I checked my account today, I saw that they had charged me a cancellation fee. When I contacted them to enquire about this, their agent just said that “I apologize for the bad service you received, and the inconvenience caused to you. However, there is a cancellation fee charged when you cancel the contract” I regret applying for that contract because now I must pay for their poor customer service. I feel like I’ve been ****med.