Extremely disappointing experience with OnAir since September 2025 – unresolved cancellation issue

My 69-year-old father (a SASSA pensioner) was contacted during September 2025 via direct marketing and agreed to a decoder delivery under the impression that there were no ongoing subscription costs. When the device was delivered and he was informed of the subscription, he cancelled immediately on the same day of delivery and requested collection.

On numerous occasions, I requested: - Confirmation that the account has been cancelled at a zero balance; and - That collection of the device be arranged without further delay.

Despite acknowledging the cancellation, the device has never been collected and he continues to receive payment demands, threats of legal action, and alleged “cancellation fees” which were never disclosed upfront. Initially the alleged amount was R378, and today I received an email demanding R4 158.00 on the basis that cancellation supposedly fell outside a 7-day cooling-off period - despite the fact that I have expressly stated, and even quoted the applicable legislation, that my father cancelled within the correct statutory period applicable to direct marketing transactions and that no cancellation fee is payable.

Multiple emails, WhatsApps, and phone calls from both of us have yielded little to no meaningful assistance - only repeated payment demands and contradictory responses. This has caused unnecessary stress to an elderly pensioner who acted in good faith and cancelled promptly.

The matter is now being escalated to the relevant consumer authorities. I sincerely hope OnAir improves both its customer communication and its handling of vulnerable consumers.