Worse Experience Ever

Dear ON AIR TV / Multichoice Management,

I am writing to express my deep disappointment and frustration regarding my ongoing experience with ON AIR TV, a call centre based in Umhlanga. In or around 2018, I received a telephonic offer from one of your agents for a decoder, which was stated to be valid for a period of two years. I accepted this offer under the understanding that the service would automatically end after the two-year period.

To my dismay, I recently discovered that I have continued to be debited monthly by ON AIR TV long after the supposed contract end date. Despite several attempts to contact your call centre, it was extremely difficult to speak to a representative or get any form of assistance.

Out of frustration, I decided to visit your physical offices in Umhlanga on 25 July 2025. Upon arrival, I was surprised to find that the premises were strictly a call centre, with no appropriate facilities to engage with customers or resolve such matters. After waiting approximately 30 minutes at reception, I was eventually assisted by a manager named Karen, who led me to the parking lot to discuss my issue — a setting I found wholly unprofessional and uncomfortable.

Karen requested my ID number and returned shortly to inform me that the contract had indeed ended after two years. However, she could not provide an explanation as to why debit orders were still being processed. She assured me that the issue would be escalated and asked me to send my last three months’ bank statements, which I promptly did.

Karen promised I would receive a call by Monday, 28 July 2025. That call never came.

After sending the bank statements via email, I received a vague response stating that the “cancellation” had been processed and that it would take 20 working days for a “cooling-off” period. No one explained what I had been paying for all these years or why these debit orders were still active. Shockingly, I received yet another debit order the following day.

I sent another email on Friday, 1 August 2025, asking for a full breakdown of the charges and a refund of all funds debited after the contract ended. As of today, I have received no response.

I am extremely dissatisfied with how this matter has been handled. I believe I have been unfairly charged, misled, and treated with disregard. I am now demanding the following: 1. A detailed explanation of what I have been billed for after the contract expired. 2. A full refund of all unauthorized debit orders taken from my account post-contract. 3. A formal apology for the lack of communication and unprofessional handling of my complaint.

Furthermore, I am seriously questioning why Multichoice continues to outsource customer engagement to a company that fails to uphold basic standards of accountability and service. From my experience, this feels like a **** and reflects poorly on your brand.

If I do not receive a satisfactory response within 7 working days, I will have no choice but to escalate this matter to the Consumer Protection Office, the National Credit Regulator, and consider pursuing legal action and media exposure if necessary.