WHY SHOULD I PAY FOR MULTICHOICE SYSTEM ERROR? IT’S NOT MY ERROR, THEY MUST REFUND ME MY MONEY!!!

The call centre service for multichoice is very very bad and extremely poor. I am disgusted and furious on how they have treated me. They could not even assist with my query but they are so happy to take my money. My account is supposed to be on credit and I was shocked to learn that I owe them. What happened to my credit which I was overpaying for rainy days? That is the question they could not give me an answer to and the team leaders and managers were too busy to talk to me. Speaking with the consultant is like teaching a grade one child how to add 1+1. THEY COULD JUST NOT GET IT. I am requesting for the call reference number and they kept giving me my account reference number!!!! I have called the call centre several times to get my query resolved and all in vain at the end they will just play music to your ears and the team leaders re apparently too busy to talk to you. This is where all of this started: I have called multichoice call centre on the 10th January 2020 to downgrade my viewing and also cancel PVR options since I only use these functions during school holidays for my kid. I was informed that the downgrade and also cancellation of PVR is scheduled to go through end of January 2020. That was not a problem since I trusted that they will do their job and ensuring good service to their customers… I was a fool!!! The whole of February 2020, I realized that I was downgraded as requested but I did not check the PVR options because I had assumed that they were cancelled since they had told me that they will be cancelled end of January 2020. I stream online on weekends since I do not have time to watch DSTV. Anyway, I paid my account on the 27th Jan 2020 and overpaid for future credit. I like to have my account on credit. On the 27th of February 2020, I wanted to pay again and when I checked the balance with the thought that my account is on credit, I realized that I am actually owing Multichoice. I was very astonished. I called the call center same day, headache of my life…

The consultant advised me that, I owe for the PVR functionality for February 2020. That is when I found out that functionality was actually never cancelled by multichoice after I had called them to cancel and they assured me that they will cancel. Now it was my problem because they did not do their job. They had audacity to tell me it was a system error and I had to pay. I know it’s a very small amount which I can afford to pay but I refuse this **************** and carelessness. If it’s a system error from their side, why should I be the one paying for that? I tried to resolve this several times and they were not willing to assist me. One consultant played music in my ear for more than 20 minutes, I was listening to music as if I don’t have any better things to do with my life. When I asked to speak with the team leader, I was informed that the team leader is busy to talk to me. I then instructed the consultant to tell the team leader to call me back when they can. The consultant said “thank you for your call, goodbye mam”. I am still waiting for the call from the team leader.