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Sandra S

1 reviews | Active since Jun 2016

25 Apr 2018, 12:55

Why is multichoice treating us like numbers and not valuable customers??

On the 21st of March I contacted the call centre to change my debit order from the 20th to the 26th , effective from April. Alright the Agent advised of a pro-rata of R70'sumthing rand on the 20th of April, unfortunately on the day I had forgotten about the pro rata and had insufficient funds in my account.

So on the 25th I received an unfriendly SMS that read " We've stopped your DSTV as you've not paid. To Reconnect , pay R509.52 , Using ref no......" (Just a simple "Hi Miss Sefara, please note..." would have been better hey! I almost ignored the message thinking it's a ****.) but anyway here come my real issue...

Why am I not made aware that my debit order returned unpaid and be given a time frame to make a payment before my subscription gets disconnected ? Is it a way for multichoice to make money through "connection fees" ? The courtsey of letting your valued customer know that they are in arrears and might risk being cut off....give them a notification.

Multichoice must stop treating it's customers like number somblief.

0
Replies (2)
DStv (MultiChoice)
DStv (MultiChoice)'s reply25 Apr 2018, 13:21
Official

Dear Sandra Sefara

We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.

Kind regards
DStv: Hello Peter Team

SS
Sandra S's update26 Apr 2018, 08:04
Reviewer Update
Hi Rupert, Thanks for the feedback. My issue is with how DSTV handles accounts in arrears (And in my case it's not like I have ever defaulted any payment prior to this one incident). Why don't you send your "valuable" customers a reminder when there is going to be an adhoc debit on their account?? Why don't you send your " valuable" customers some sort of communication that their debit order bounced and advice them to make a payment within a time frame to avoid their subscription being suspended?? How do you ensure great service to your customers when you can't even reach out to them ? And the wording of the sms to your "valued " customers ( sounds like you have been communicating with me and working with to try and find solutions. so this is the final sms and last stage) . Just imagine out of the blue with no knowledge of what's going on, you receive an SMS that reads "We've stopped your DSTV as you've not paid. To reconnect, pay R509, 52, using ref no...." Just a simple "Hi Miss Sefara, Please note...." DSTV as a giant company and technologically advanced. Why don't you place your customers in the centre of everything you do??