What a frustration, What a confused business call centre

At the end of July 2019 my wife and I decided to cut on Dstv subscription. my wife as an account holder called the Dstv call centre to give them a month notice to terminate our subscription. The call centre agent gave a her an assurance that the service will automatically be terminated beginning of September. Our debit order was set for the 25th. After the 25th we were expecting the service to be terminated and to our surprise our Dstv account was still active and the monthly subscription fee had not been debited. I decided to call Dstv to enquire if the subscription has been terminated. To my surprise the lady who was assisting me advised me that our account is still active. she then told me that she will change the subscription plan to cash payment to avoid automatic debit and that will give us time to sort things out.

What surprised me is that she also told me that the call that my wife made in July shows that it was a general account enquiry and nothing about cancellation. Despise her changing it to cash payment, full amount debit order went off at about the month end of August and that was the beginning of our frustration.

Out of anger we called again and spoke to a gentlemen who promised to reverse the amount debited and told us to wait for about 7 days for the money to reflect in our account. To cut it short, the most dramatic call of them all was when we made a last call to the call centre and were told to go to the Dstv outlet with a bank statement and copies of the account holder's ID for our money to be refunded in cash. We drove for about 35Km to Edenvale outlet with the hope that we are going to get our money back in cash. the agent at the outlet told us that there is nothing like getting refunded in cash at the outlet. When he check our profile he said that our account is still active and the credit on the amount refundable at that stage was R200 and coupler cents. We then ordered him to request for the recordings of the initial call made by my wife in July. the recording was requested and the agent told us that as soon as the recording is available he will give us a call.

As I write this review I have not receive any call from Multichoice to date.

I have never seen such an unprofessionalism in my life like what I have experience with Dstv call centre