1 reviews | Active since Oct 2015
Poor service,
To whine it may concern,
Customer Service Department
OnAir TV Subject: Formal Complaint Regarding Streaming Stick Purchase and Poor Customer Service Dear OnAir TV Customer Service, I am writing to formally lodge a complaint regarding the poor service I have received from DStv following a sales call I received during the first week of June 2025. During this call, I was offered a streaming stick with the assurance that it would be a plug-and-play device allowing me to watch DStv Streamer for free. I was informed that I would be paying R189 per month for 24 months for the device, and that I would receive additional benefits including movie tickets for 12 months, a SIM card with R50 airtime, and no decoder charges for a specified period. I was also told that the call was recorded. The device was delivered on 19 June 2025. Upon attempting to set it up, I discovered that it was identical to a device I already own. I contacted DStv on 25 June 2025 to report this and requested that the device be collected, as I had no use for a duplicate product. Since then, I have made multiple calls to your customer service team. Each time, I am told that the matter is under investigation and that I will be contacted once the call recording has been reviewed. It has now been over 15 working days, and I have yet to receive any resolution or follow-up. I continue to call, but the service I receive is consistently poor and unhelpful. I am extremely dissatisfied with the handling of this issue. I do not want this device, and I request that DStv arrange for its immediate collection and ensure that my name and account are cleared of any charges related to it. Please treat this matter with urgency and provide a written response confirming the steps being taken to resolve it. Yours sincerely,
Mimi MaJafe ***
Thank you for reaching out to us, we will escalate to our Customer Care Team, who will contact you and assist further.
Kind Regards,
OnAir TV Team
Thank you for reaching out to us, we will escalate to our Customer Care Team, who will contact you and assist further.
Kind Regards,
OnAir TV Team
I am writing to express my deep frustration and anger regarding the appalling service I received from your team today, 16 July 2025.
I was contacted by one of your representatives who claimed this was the first time she was hearing about my issue. This is completely unacceptable, considering I have made multiple calls since 25 June 2025, just two days after receiving the device in question. According to your own delivery terms, customers are entitled to return a product within 7 days if they are not satisfied. I acted well within this timeframe, yet today I was told there is no record of my calls or my request to return the product.
Furthermore, the representative stated that all calls are recorded and available upon customer request. However, when I asked to listen to the recording myself, I was told I would not be given access because the recordings are “for your own benefit.” This is not only *********—it is a blatant disregard for transparency and accountability. To make matters worse, the representative was rude, dismissive, and showed no concern for resolving the issue at hand.
I was also told that your team has listened to the recordings but is “not happy” with what was said and that it “doesn’t make sense.” This vague and evasive response is unacceptable. If you are unable to make sense of your own recordings, how do you expect customers to trust your process?
Let me be clear:
• I communicated my dissatisfaction within the required timeframe.
• I have made multiple calls which you now claim do not exist.
• I was misled during the sales process and treated with complete disrespect during follow-up.
• I have been denied access to information that directly affects me.
This conduct is in direct violation of the Consumer Protection Act of South Africa, which guarantees fair treatment, transparency, and the right to return goods under specific conditions. If this matter is not resolved immediately, I will escalate it to the High Court and pursue legal action for *****ulent services and breach of consumer rights.
I demand the following:
1. Immediate collection of the device.
2. Written confirmation that my account will be cleared of any charges related to this product.
3. A formal apology for the disrespectful and misleading conduct.
4. A copy of the call recording as per my right to access information that pertains to me.
I expect a response within 3 working days, failing which I will proceed with legal action.
Sincerely,
Mimi MaJafe
***
I am writing to express my deep frustration and anger regarding the appalling service I received from your team today, 16 July 2025.
I was contacted by one of your representatives who claimed this was the first time she was hearing about my issue. This is completely unacceptable, considering I have made multiple calls since 25 June 2025, just two days after receiving the device in question. According to your own delivery terms, customers are entitled to return a product within 7 days if they are not satisfied. I acted well within this timeframe, yet today I was told there is no record of my calls or my request to return the product.
Furthermore, the representative stated that all calls are recorded and available upon customer request. However, when I asked to listen to the recording myself, I was told I would not be given access because the recordings are “for your own benefit.” This is not only *********—it is a blatant disregard for transparency and accountability. To make matters worse, the representative was rude, dismissive, and showed no concern for resolving the issue at hand.
I was also told that your team has listened to the recordings but is “not happy” with what was said and that it “doesn’t make sense.” This vague and evasive response is unacceptable. If you are unable to make sense of your own recordings, how do you expect customers to trust your process?
Let me be clear:
• I communicated my dissatisfaction within the required timeframe.
• I have made multiple calls which you now claim do not exist.
• I was misled during the sales process and treated with complete disrespect during follow-up.
• I have been denied access to information that directly affects me.
This conduct is in direct violation of the Consumer Protection Act of South Africa, which guarantees fair treatment, transparency, and the right to return goods under specific conditions. If this matter is not resolved immediately, I will escalate it to the High Court and pursue legal action for *****ulent services and breach of consumer rights.
I demand the following:
1. Immediate collection of the device.
2. Written confirmation that my account will be cleared of any charges related to this product.
3. A formal apology for the disrespectful and misleading conduct.
4. A copy of the call recording as per my right to access information that pertains to me.
I expect a response within 3 working days, failing which I will proceed with legal action.
Sincerely,
Mimi MaJafe
***
Thank you for reaching out to us, we will escalate to our Customer Care Team, who will contact you and assist further.
Kind Regards,
OnAir TV Team
Thank you for reaching out to us, we will escalate to our Customer Care Team, who will contact you and assist further.
Kind Regards,
OnAir TV Team