Formal Complaint – DSTV Premium Subscription via MWEB | No Access, Unauthorized Billing, Misallocation of Funds, Mishandled Cancellation & Request for Compensation

Dear MWEB Customer Service,

I am writing to express my deep dissatisfaction with the handling of my DSTV Premium subscription through MWEB, which has been plagued by non-delivery of service, unauthorized billing, misallocation of payments, unprofessional conduct, and mishandled cancellation.

I subscribed to DSTV Premium via MWEB on 14 July 2025, and despite my account being fully paid and up to date, I have had no access to the service from the start. The situation worsened last week Monday when the service stopped working entirely. I have made daily follow-ups, and my query has been escalated multiple times, yet I have received no feedback for over 10 days.

In an attempt to resolve the issue, I spent four hours at a DSTV service centre, only to be referred back to MWEB. This back-and-forth between service providers is inefficient and unacceptable.

Further compounding the issue:

MWEB failed to issue a new debit order mandate reflecting the inclusion of DSTV Premium. In August, MWEB unilaterally deducted two months’ DSTV Premium fees without issuing any statements or updated debit order documentation. When I requested proof that MWEB had paid DSTV on my behalf, I was rudely told by one of your agents that it was “none of my business.” On 23 August, I paid DSTV directly, but the payment was not allocated to any account. When I queried this on 4 September, DSTV confirmed the funds were unallocated and offered a pro-rata refund — which is illogical, as no service was rendered and the payment was not app****. Additionally, DSTV’s system showed a payment from MWEB, meaning I am now owed a full refund from DSTV for my direct payment and a refund from MWEB for the service I never received.

To conclude this ordeal, I requested cancellation of both MWEB and DSTV services effective 1 October 2025. However, MWEB prematurely submitted the DSTV cancellation in September, further adding to my frustration and confirming the lack of coordination and care in handling my account.

Given the extent of inconvenience, wasted time, and financial loss, I am formally requesting details of the compensation MWEB intends to offer for:

The non-delivery of service since 14 July 2025. The unauthorized deductions made in August. The misallocation of payments and lack of transparency. The unprofessional conduct of your support staff. The mishandling of my cancellation request. I also demand the following actions be taken immediately:

Full refund from MWEB for the DSTV Premium subscription period during which no service was provided. Confirmation of DSTV’s full refund for the unallocated direct payment made on 23 August. A formal apology for the poor service and conduct. A clear explanation of the billing process and proof of payment to DSTV. Confirmation that the cancellation of both services is correctly scheduled for 1 October 2025. Should I not receive a satisfactory resolution within 5 business days, I will escalate this matter to the Consumer Goods and Services Ombud, the National Consumer Commission, and other relevant regulatory bodies.

I expect urgent attention to this matter.

Sincerely, Melanie Stainbank