Wrong billing and pathetic customer service

My misery started last year December when I requested Multichoice to downgrade me from DSTV premium to compact plus. The request was not done and I had to phone DSTV in January 2018 and demand a refund. It took DSTV almost two weeks to action my refund and I had to constantly nag them. The refund was finally done. In February 2018 I then requested them to upgrade my account back to Premium given the "specials" they had of saying you only pay R599 for premium until end of March 2018. The upgrade was done but in terms of pricing nothing was done to ensure I pay the advertised figure of R599.00 per month. On the 23th February 2018 I paid R843.00 via my bank transfer to DSTV, on top of that they went ahead and debited me an amount of R1064.00. I then decided to call them and question why they are debiting me twice. I was informed that it was a system error and it will be rectified and I will be refunded within 3 days. I reversed the debit order with my bank and equally request them to cancel my debit order as I will be paying cash from now onwards. The R843.00 I paid was based on R599.00, as well as R85.00 and R150 pro-rated amounted I should have paid at the time I requested the upgrade. I insisted on getting an explanation why they debited R1064. The answer I got was that there was billing issue and it’s not just with my account but all other clients and the matter is given attention. On Friday the 9th I received a sms saying my account is arrears and I need to pay urgently an amount of R215 otherwise my DSTV services will be suspended. I ignored the sms knowing that I paid my DSTV account. I was shocked on Sunday when my DSTV services were suspended. I called DSTV on Sunday the 11th March 2018 and I was told it was systematically done and they do apologise for the inconvenience. The Team leader I spoke to indicated again that is not just my account with this issue and he has escalated it to accounts and this matter will be resolved soon. He went further to say in the meantime he will restore services for 7 days and hope that accounts departments will sort out the issue. I clearly said to the Gentleman I'm not calling DSTV again about the same issue, guess what as I'm tpying this complain I got a sms saying " We have stopped your DSTV as you have not paid. To reconnect, pay R215.29". I'm so furious as I warned the Gentleman that what guarantee do I have that I don't have to call DSTV again about the same issue. I feel so ill treated as a DSTV customer who never missed a payment. What do you Guys want from me? If I was staying alone I would have disconnected your services already due to the pathetic service I have been receiving from DSTV. The fact that you are monopoly in the industry makes you to treat customers like myself as a "trash". I feel so sad with how I have been treated to date. I strongly feel you do not care. How can I be punished for your own system failures? I demand that my services be connected immediately and the bill account be adjusted accordingly. I will definitely escalate this further if something is not done urgently. I phoned when I got the sms saying my DSTV services were suspended and the lady that answers the phone said to me the Supervisor is busy and will call me within 30 minutes. I have dealt with their Call centre before; the DSTV call centre provides the worst customer service ever! The promise made is never fulfilled!

A very disgruntled Customer