we even went to the extra mile of going to Randburg but things just got worse

<p>its so sad when you have been a loyal customer for years and all of a sudden you wake up one day things happen and you are now a bad customer and no one recognises you. we have been torsed and turned out since the month of March/April if i can recall correctly. we stopped using dstv in the month of december and apparently there was something that happened to our account and someone hacked it and upgraded it to premium and was on till when we wanted to activate it. to our suprise this person was making payments using the PAYU and we dont even know what that is. it took us week after week calling in and everyone promised to resolve our query and up until now they just reconnect and no one fixes the query. to our suprise we went to the randburg branch and take into precaution i'm on maternity leave. when we got there we got the great customer service from Touch Chavalala who then investigated and needed managers authority as he did not have access. we then requested to speak to the manager as we were told we are liable for the system upgrading itself and that we did not report that we dont want to use dstv but we are not on debit order we are on prepaid and as far as it concerns if you do not pay you do not watch but then the manager we saw and spoke to that did not have any sympathy, empathy, no human element or customer service whatsoever just looked at us in our office and did not even say i'm sorry or apologies she told us there's nothing she can do about it its our fault. after being at the office for 3 hours and being torsed up and down for 9 months no one still is willing to listen to us. when we asked her how can we come all the way here if we know we are responsible for everything and the phone calls we have been making does that make sense, then she agreed to look into the matter. we asked her to reconnect us while she is busy investigating the matter, she refused and we explained in a different way she understood. i'm not sure if she understands english or if she is struggling to understand herself and i wonder how she became the manager. to cut the story short we requested her details and she agreed to fix this for us and now my spouse got an email from her and its as follows and her name is Thandi Moticoe :</p> <p>Mr Mbatha, I went through the details and looked at all angels of what transpired. I have also taken into consideration the frustration you went through to resolve this matter.</p> <p> </p> <p>I took all factors into account to ensure that we resolve the query as promised. We really would like to continue with the relationship we had with you as our valued customer for the number of years you have been with us.</p> <p> </p> <p>The conclusion I came to is that, I will carry all the cost for reconnections and the difference between Compact and Premium charges.</p> <p> </p> <p>The amount you need to settle as discussed from your side is R1276 as we were not notified of the desired disconnection of services. You had services in of Premium till February.</p> <p> </p> <p>I will pay R2553.56 to bring the account up to date. Please notify us once you make the payment so that I can settle from my side.</p> <p> </p> <p>I have copied in the 2 line managers you can contact as myself and Touch will be off tomorrow and would like to ensure that you receive a continued assistance.</p> <p> </p> <p>Please take note that tomorrow is the 3rd day, I would like to avoid disconnection.</p> <p> </p> <p>Kind regards</p> <p>Thandi</p> <p> </p> <p> now here is my issue how can you be on pre-paid and still be liable for the outstanding amount of which there is no proof that it was us and they can see its someone else but they cannot provide us with proof yet we are liable. can someone assist and clear this matter as i'm taking it to the sa consumer. customer service being a black person will never be given and its sad a lack customers money is wanted but yet we dont receive the same customer service. dstv customer no no ********** 0</p> <p> </p> <p>thank you</p> <p>Ntombie</p>