You are good at taking money but no service

31st May 2021 I went to the Vryheid DSTV outlet/private agent and brought along my decoder to make a payment. I explained to the agent that I have been abroad for more than 3 years and that the decoder had been off this whole time. The agent asked me to pay R435-00 for a reconnection which I paid in cash. Later when I got home, I got E30-4, I attempted to clear it on mydstv, through whatsApp and also called *** for assistance and it still did not work. The agent I spoke to on the phone said that she would disconnect the service until I had fixed the problem to "save me money" and I would need to call again once I fix the issue to reconnect. I agreed to that and ended the call.

I went back to where I paid and then they told me that I needed to buy another decoder. I explained that I was only visiting the country for a month and I was not going to spend any more money on Multichoice.

I asked if I could be refunded and they dismissed me, telling me to call the main call center. When I called, the agent advised me to bring my mother's existing decoder to "transfer services". I did take the decoder and again I was told that they needed ID copies and my mother to go in person. My mother returned with my scanned ID copy because I was no longer with her physically to make my ID copy. The Vryheid agent refused to assist her.

I called *** again and I was told they would escalate the case and call me back on Monday, 14th of June 2021 to process a refund. It never happened and I decided to call again on 18th of June 2021. This is when I was told that my account was "active" and so it was not possible to refund my money which is a shock to me because I already requested a disconnection on 31st of May 2021. My billing date is on the 2nd.

I keep going back and forth with this and regretfully will never ever spend another cent with Multichoice. You have caused me a lot of frustration and a waste of my time and my money, driving to the agent and making endless, useless calls. Why would 1 agent tell me this and the other 1 tell me a different thing when all I rely on is that information which turns out to be wrong? So *********** but I will not loose my money for no reason.

Finally I want my money back as I gave it to the useless agent. Please access all the telephonic recordings to back me up as it seems I am being taken for a fool.

I will await your reply.