Wrong debits/No response/NO service

Pathetic service, Incorrect information and Billing. On 15 Jan '25, I phoned the call centre on the 031 #, gave my info, and asked more information on Streaming as well as how the billing will work when changing to a streaming package. It was confirmed that you are billed pro-rata for the month you used the previous package and then pro-rate for the rest of the month on the new package, which was 100%.Then 21 Jan'25 when I phoned in to change my Premium to Premium streaming, I was told that I have a R199 overdue on my account from Nov '24,which I queried as nothing was said earlier and it goes from a dt order without any problem, so this is incorrect, I requested that they investigate. I was transferred to the dept. who deals with the cancelation of the Dish so I can migrate to streaming, and was informed that all is done and I will be contacted the next day again. The next day I received an email saying that my account is overdue with R199 and I need to pay the R199 and R224.48 thus R424,48 asap to keep everything working. I rep**** asking what this is for, as I did say last night that this is a mistake and also informed them of the amount that were deducted, as I went through my bank statements to investigate myself - R1387 in Sept and Oct.Then R1188 in Nov and R1586! Dec,so they corrected their mistake of Nov '24. Also I asked if the R224,48 was for the remainder of the month on streaming,as I did the calculations. NO response to say "sorry our mistake...or yes this is what the amounts are for...." the only response I received was that I am overdue with R199, but now all of a sudden the problem is from April last year,9months down the line, this is after I was told it is from Nov. When I qu. on the call which was recorded when I queried this, again just a response saying I must pay. Every time I ask questions via email the response is the same, "you must pay the overdue amount" Total nonsense, 1st-This is not in accordance with the Customer Protection Act. to never inform a customer of a wrong dt amount that was deducted. 2nd-How unprofessional is this, saying to a customer they are overdue when every deduction from them went through, without any problems, EVER. Also, how can you change the dates of something as you please, and this without proof, or any prior notice. If a magtape payment is loaded incorrectly it is supposed to be communicated within a few days and investigated and corrected within a month, unless further investigation is needed. 3rd-with the pro-rate account for Jan'25 which was paid 1st of Jan, I am supposed to be in credit of just more than R104, as you pay in advance. So how do I have a overdue amount without any unpaid items on my account? All this and still no answer to the questions I ask,really. This is pathetic! O yes, and then when I looked at what the app says about my account, there is nothing at all mentioned about a "overdue"amount. When I phoned in the 21 Jan. I saw that the amount to go off has changed from a R1200(Which was also incorrect) amount to R1407 I was also informed that it differs because of the R199 by the call centre,but if you make the calculations, it is just for the complete amount with the extra's, again incorrect information. How do you have a customer call centre when people can't even give you the correct answer,or any answer for that matter. And then this on recorded calls,on which I was told the mistake comes from Nov? Is the purpose off a call centre? Where is the professionalism? Where is the Customer care? What happened to accuracy? This is utterly pathetic. It has been a week of wasting my time, money and patience on emails requesting feedback, but not getting any. The only person who gave the correct and professional information was Khandisile, whom I spoke to in the week prior to 21 Jan '25. I received a generic reply from the Dstv Hallopeter team. Unfortunately, that was the only thing I received. I was not contacted personally, and NO ONE came back to me.

Further calls were logged regarding this problem, as no one came back to me, but nothing was done, again! Since this query was NOT given any attention, the debit order amount was over R1400 in February. When this was queried, I was told that a call would be logged and someone from the financial department would come back to me. I was also informed that the only amount going of will be the R699 + my Disney and Netflix subscriptions, and then from March, it will only be the R29(since I am done with not getting service) + my Disney and Netflix subscriptions. Guess what? No one came back to me. Maybe I should have expected this seeing that I was so pleased with the "assistance" of the consultant, who's name I have, that I asked her if I will be able to rate her service, I was told that, ' Yes I surely could at the end of the call', so I stayed on, but was told to put the phone down and then I will be able to rate her service, the call was cut, and that was the last I heard from DStv.

When my dt order went off, I was charged for a normal Subscription, not the streaming one, not the Pro Rate that was supposed to be going off, not even to mention the R104 credit they were supposed to put on my account no, I was charged again for a full Dish subscription. Then the 1 of March dt order came, this was over R2000! I was charged for 2 subscriptions, one for full Dish and the other for my full month of Streaming, This is Insane! This is totally unacceptable, to say the least, as this is not the amount agreed on in the terms of my package, which was suppose to be R699 for February and Easy view for March, nor is this the amount that was confirmed by the consultant that "assisted" me after I had no response from the so-called team that was looking into the problem. I am fed up with this. I have to spend my time, energy, and money(as I am the one calling DStv all the time) for absolutely no assistance at all. And then my money gets "debited without authority" from my account! I need this to be sorted as in yesterday!

I have never in my life seen such an absolute disregard for customer service, not to mention the total disregard for the customer consumers act.