YOUR SERVICE SUCKS!!!

I am so livid at how easy it is for Multichoice to treat their long time serving customers with such disrespect!!!!!

I have used their whatsapp number to downgrade my package on 05/05/2022 of which they confirmed it was done and debited the reduced amount correctly. In June they upgraded it again and debited the higher amount again then I contacted them via the chat option on the Dstv App ( I spoke to Mmabatho or Mmathabo) where they again confirmed that they have downgraded it. To my surprise today I got an sms that they will debit R814 from my account for this month, I immediately called them, the line got cut off then Nomcebo Mhlangu called me back (call ref number:***3-I445) and confirmed that she has downgraded my package where I will pay R539 however for this month I must pay R694 which includes arrears for the decoder insurance, I asked how can I be in arrears if my payment method is via debit order, she didnt have any answers. I asked to speak to her superior and she said she is the supervisor so there is no one else I can escalate this to. Not once did she empathise and apologise to me, instead all she kept on saying is "as I said before" and kept on telling me that I am liable to pay the R120 arrears which they failed to debit from my account, according to my understanding if you have not paid for an insurance product that means you are not covered for that period, I dont see how I can pay for arrears that I never made payment arrangements for. Furthermore I must call the insurance people ***) to ask then why they were not debiting the correct amount because Nomcebo could not transfer me there or ask them to call me back. I asked for confirmation on writing that the package has been downgraded and that could not be done as well ,according to Nomcebo. WHAT THE HELL IS WRONG WITH THIS COMPANY????

I am disgusted by the level of service I have received from Multi-choice and I am appaulled at how inconsiderate they are. You guys need to brush up on your contact centre agents listening and soft skills. Your billings system also needs some work and I see why people are using the other streaming services!!!!!