ND
Nomvula D
1 reviews | Active since Nov 2012
07 Mar 2018, 09:06
year long query
Customer number ********** 6
I have this query running for a year now and no one is able to help.
I was advised last year that due a billing error, I was in arrears of 14 thousand odd. I paid that.
I was then advised that I supposedly had two accounts running con currently, even though one wasn’t active. I learnt that this was because when i subscribed to the DPP promotion, they didn’t disconnect the other decoder, even though we were advised at that center that the grey decoders where being phased out and this is why we are having picture problems.
that was meant to be looked into by team leader called Mohadi (sp). no calls could be found regarding any transactions. It’s now apparently my fault that systems have been changed and you couldn’t produce recordings, which I suspect is bs. what I was also told is that prior to the DPP promotion, there was an amount of 2 thousand odd that was outstanding, which is total bs as I know and your contract stated that for us to qualify, I had to not have owed anything.
fast forward to a few days before Christmas last year, when I spoke to said team leader, she advised that I need to make a payment of 3 thousand odd and she will write off the disconnection fees because those had accumulated with every weekly disconnection.
in early Jan I made a payment of 4 thousand. I’m know told again that there is another outstanding amount over and above the normal subscription!
what the hell is happening there! why is it taking more than a year to sort this out? I am calling every week for this to be sorted and I’m getting now where
By the way, thank you for making things extremely difficult regarding the available. The number give ********** , doesn’t work. You don’t have an email address. Well ****en done multichoice.
Helpful (0)
Replies (6)0
Replies (6)
DStv (MultiChoice)'s replyOfficial
08 Mar 2018, 07:16Dear Nomvula
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s reply08 Mar 2018, 07:16
Official
Dear Nomvula
We acknowledge receiving your complaint. Feedback will be communicated as soon as possible.
Kind regards
DStv: Hello Peter Team
Best regards,
DStv (MultiChoice)'s replyOfficial
09 Mar 2018, 08:24Good day Nomvula
I fully understand your frustration and apologise for the delayed feedback in this regard.
Yes, the query has been a yearlong and for this reason a thorough investigation has to be done. The matter is still pending with the finance team. This is to get an archived information to find way forward.
You will be updated as soon as possible once feedback is received.
Thank you for taking your time and share this concern with us.
Kind regards
Dinah
Best regards,
DStv (MultiChoice)'s reply09 Mar 2018, 08:24
Official
Good day Nomvula
I fully understand your frustration and apologise for the delayed feedback in this regard.
Yes, the query has been a yearlong and for this reason a thorough investigation has to be done. The matter is still pending with the finance team. This is to get an archived information to find way forward.
You will be updated as soon as possible once feedback is received.
Thank you for taking your time and share this concern with us.
Kind regards
Dinah
Best regards,
ND
Nomvula D's updateReviewer Update
12 Mar 2018, 08:45where does that leave me in the mean time? a whole year for investigations? really? in what world is this acceptable?
ND
Nomvula D's update12 Mar 2018, 08:45
Reviewer Update
where does that leave me in the mean time? a whole year for investigations? really? in what world is this acceptable?
DStv (MultiChoice)'s replyOfficial
13 Mar 2018, 08:12Good day Nomvula
Thank you for your time and patience.
As mentioned above, due to thorough investigation there will be a delayed feedback.
Referring to the communication received from the finance team. It has been advised that you settle the balance owed in the account. Also, you can have payment arrangement over the period of six or twelve months. Once you have decided, you can send an email to *** . Your DStv service will be reconnected, arrangement will be loaded in your DStv account added to the monthly subscription.
Previously, you had a telephonic discussion with one of the team leaders Mrs Mahadi Njokweni. She advised of the balance you need to pay to keep the service till end of January 2018. In that regard, all the reconnection fees she reversed and other charges for the other decoder.
You were also made aware that you need to pay the outstanding amount previously owed in the account. She further requested that you provide the proof that the balance owed is due to our incorrect billing and which she’s still waiting for.
Regarding the Price Lock contract, in July 2015 we upgraded the system. For this reason, you were successfully approved for this contract. However, the balance owed still reflected in your DStv account and was carried over.
The total balance required for the reconnection of service is R3360.99. This is to keep the service active till the 31 March 2018.
Kind regards
Dinah
Best regards,
DStv (MultiChoice)'s reply13 Mar 2018, 08:12
Official
Good day Nomvula
Thank you for your time and patience.
As mentioned above, due to thorough investigation there will be a delayed feedback.
Referring to the communication received from the finance team. It has been advised that you settle the balance owed in the account. Also, you can have payment arrangement over the period of six or twelve months. Once you have decided, you can send an email to *** . Your DStv service will be reconnected, arrangement will be loaded in your DStv account added to the monthly subscription.
Previously, you had a telephonic discussion with one of the team leaders Mrs Mahadi Njokweni. She advised of the balance you need to pay to keep the service till end of January 2018. In that regard, all the reconnection fees she reversed and other charges for the other decoder.
You were also made aware that you need to pay the outstanding amount previously owed in the account. She further requested that you provide the proof that the balance owed is due to our incorrect billing and which she’s still waiting for.
Regarding the Price Lock contract, in July 2015 we upgraded the system. For this reason, you were successfully approved for this contract. However, the balance owed still reflected in your DStv account and was carried over.
The total balance required for the reconnection of service is R3360.99. This is to keep the service active till the 31 March 2018.
Kind regards
Dinah
Best regards,
ND
Nomvula D's updateReviewer Update
13 Mar 2018, 09:52i was "made aware" of this only after i had paid the 4000 in Jan. kindly send me that recording as i know exactly what was said to me! plus the 1000 for feb
after all of the inconsistent responses that was relayed to me over the entire year, you seriously dont think ill take you at you word without proof.
lastly, confirm if this new amount is less any of the weekly disconnection fees.
ND
Nomvula D's update13 Mar 2018, 09:52
Reviewer Update
i was "made aware" of this only after i had paid the 4000 in Jan. kindly send me that recording as i know exactly what was said to me! plus the 1000 for feb
after all of the inconsistent responses that was relayed to me over the entire year, you seriously dont think ill take you at you word without proof.
lastly, confirm if this new amount is less any of the weekly disconnection fees.
ND
Nomvula D's updateReviewer Update
13 Mar 2018, 09:59Also, you give me proof that i was owing before the DPP promotion you had at the time. i refer you to YOUR contract, which stated that i had to be owing nothing to getting approved. im pretty sure there would be no way your system would break this rule just for my bennefit
ND
Nomvula D's update13 Mar 2018, 09:59
Reviewer Update
Also, you give me proof that i was owing before the DPP promotion you had at the time. i refer you to YOUR contract, which stated that i had to be owing nothing to getting approved. im pretty sure there would be no way your system would break this rule just for my bennefit