Worst service ever

Sometime in May 2023 whilst in the MyDSTV App, I learnt that I qualify for a free upgrade from my package, DSTV compact, to DSTV Plus. All I had to do was click on upgrade now and I would automatically be upgraded upon my next subscription payment. I made payment around 23 June 2023 and on 26 June 2023 we had no DSTV signal. I called in and the issue was resolved while I was on the line. On 26 July 2023 I made my normal payment of R 450.00, forgetting that the month of June was actually a free month and that I did not have to pay. On 01 August 2023 my DSTV service was disconnected. My wife called in and after a 32-minute call, the agent she spoke to said that her team leader/supervisor noticed that DSTV now owes me money and that they have to pay me back and they would have to figure out how to pay me back. The lady she spoke to also said she noticed that there was a reversal done on 26 June 2023 and that they would have to investigate. She also said that her team leader will call us back. No-one called me back. My wife and I called back later and spoke to someone else, who confirmed everything the person before her said and our service was reconnected. I was also copied in an email which was sent to the accounts department to rectify and credit my account. On 05 August 2023 our service was disconnected again. We called again and was once more told a team leader will call us back within a few minutes. Six hours later, after not having received a call back, we called again, to no avail. We were told about an amount that we needed to pay before reconnection, we refused and ended the call. We went without any service until 10 August 2023, when we called again. We went through the same story and ou service was reconnected. On 14 August we woke up to no DSTV again, we called again, and was reconnected again. This is when we picked up a pattern, our service was disconnected and reconnected every fourth day after this, on 17, 21 and 24 August 2023. On 25 August 2023 we made our monthly payment and called in saying that we have paid and we really hope that we won’t be disconnected again, to which we were assured that the account is finally rectified and we will not experience this issue again. We were not surprised, when on Sunday 27 August 2023, our service was disconnected again. My wife called in again on 29 August 2023, and was told that the matter is being escalated to the technical team (reference number ***6), and that they would get back to me. This morning, 29 August 2023 at 10:15 am, after not having heard from anyone, my wife called again. The lady who answered said that she sees on the system that the escalation was rejected, because the agent did not give enough information. If we had not called, we would not have known this and would probably have waited like fools for someone to call back one day. After holding on for some time, my wife unfortunately have to drop the call, because she is on duty. Between 01 August 2023 and today, we have made ± 12 calls, with the shortest of these calls being 32 minutes and the longest well over an hour. Yes, we did insist on holding on for some of these calls, but that is only because they don’t keep to their promise of calling back. On our call to DSTV on 21 August 2023, we asked for copies of the call recordings for all the calls that I’ve made from 01 August 2023 and for a call that we made on 26 July2023. My wife was told that they would have to request it and that a team leader will get back to her by 14:00 pm the following day. We still haven’t been called back. We enquired about it again on 24, 25, 28 August and today, and was told the same thing…a team leader will call us back.

Although the account is in my name, I asked my wife to make these calls instead, just to keep my sanity and not lose my call. We were together during most of these calls, and I also spoke the a lady on one occasion, just to tell her that my wife is calling with my permission. We are at our wits end and just plain down disgusted at the service we have received from DSTV.