Very unhappy with the service and *********** staff

Hi there....

I'm am hight irritated and quite clearly just fed up with you today....

We have been having signal issues since Wednesday. For some reason, our dish just won't pick up signal.

Without considering what I was doing, I paid the subscription fee due for January(paynent due date is the 1st)

My mom came home and asked me to rather suspend out service u till we Are able to resolve our issue.

With that being said, I contacted your contact centre ND spoke to Renecia who was very helpful.

First things first, the account is under my mom's name however she still assisted me after verifying my mom's details with me. I explained to her our current issue and that we would like to temporarily suspend our service till we can figure out what the cause is of our current issue.

She suspended our account and advised me that the payment I made of R519 has been credited with some change as there were still 2 days left to the month. She confirmed an amount of 600+ will be credited to me. She advised that I'f and when our issue has been resolved we can just call in and reactivate our service.

I made the decision to visit my bank with the intention to see if they would be ae to assist me in reversing the payment immediately as it had only been made the day before (same day I spoke to Renechia). They advised it could take up to 15 days but should I get confirmation from DStv that they can reverse it, it can be done immediately.

Whilst at the branch, I called your contact centre to enquire about this and was put through to Lindiwe Mbatha. I explained to her what I needed and that I spoke to Renechia the day before and was quite clear in advising that my mom was the account holder. She took the details, confirmed my mom's information with me and we carried on.

I advised her what Renechia had confirmed with me and she said that the credit had not actioned as advised to me previously. I advised her I was at my bank who would be bale to assist me with the payment reversal but this can only be done if they send me an email telling my bank that it can be done.

I gave her my email address and she placed me on hold for about 5 minutes as her told her I need the email urgently and will hold the line.

She comes back 5 mins later and advises me that she cannot assist me as I am not the account holder. So this is when I completely flipped a switch.

I from the get go told her that my mom is the account hder and she assisted me anyway. She allowed me to confirm my mom's details. If there was a rule around 3rd part enquiries she should have said so upfront. Instead she said, that she assumed that my mom was with me. I very nicely told her that she should not be acting based on assumptions as I would have told her my mom is not with me, had she asked and it would have saved me alot of time as by now I had been on the line with her for almost 20 minutes. Even after asking for a supervisor, she came back to say that he/she is in a meeting and that she cannot assist me.

By now I have completely lost my patience and start going off at her. She puts me on HD for another 10 minutes before I had enough and now I am here...

So my biggest issue here is...

1. She knew I was not the account holder but assisted me anyway 2. If you have a rule against 3rd party rules, then nine of your agents are adhering to it

Why only when she realized she was doing the wrong thing she felt that it was now time to not assist me as I'm not the account holder??? I spent 30 minutes in the bank for what???? Some *********** fool to waste my time coz she didn't follow company policy from the get go?

I work for a contact centre, I've been a call centre agent, I know the rules around 3rd party enquiries but I can't assume the same applies to you as never before has one of your agents questioned me for querying my mom's account.

So after spending 30 minutes in the bank I still don't have my money and I refuse to wait....

I would appreciate if someone could pull the calls between myself and Renechia as well as myself and Lindiwe.

Never in my life have I had to fight with someone like i did with Lindiwe today. I'm a very reasonable and tolerant person but today I just had it.

I want my money back and am not willing to wait for it. I refuse to pay for a service that is not active. All I needed from Lindiwe was an email advising my bank to reverse the Paynent and this would never have been needed and no! You will not be able to speak to my mom as I will only be seeing her by the weekend. Your staff felt it OK to deal with me inthe first place, they can continue to do so.

I have been inconvenienced due to the in competency of your staff. I am now forced to go back to the bank with time I do not and tomorrow is month d and we know what banks look like the first few days of the month.

I would appreciate a response as well as a callback.