Worst services ever

On the 29th of March 2021 at 12:53 an agent from on air contacted me. She told me on numerous occasions that she is from DSTV. She never mentioned that she is from On Air. She sold the contract to me under false pretenses, she also told me that my current decoder is to old, and that DSTV will disconnet me. She said that the newest explorer decoder is plus minus R4000.00 if you buy it new, but if I take the contract now then I will only pay R2000.00.

On the 2nd of May 2021, they came to install the new decoder. Upon installation we discovered that the decoder is not the newest decoder and in fact an older model, the one they gave me was R2000.00. Also on that same day, when the installer phone to connect we found out that there is an additional cost from the installer. Additional R91 was a once of fee for the connection, this was not mentioned to me on the phone, and another R105 for the PVR function (Blockbundle) and the R35 for insurance. This was also not mentioned.

On that same day we called On Air to cancel the contract as the above mentioned was never mentioned to us on the day they called to sell the contract. We have spoken on numerous accounts, to Shemeson, Sinkle, Sandilhe, Kamagetho, Demi and Thina in the time frame from 2 May up to 7th. April to please CANCEL the contract. (We were well within the 7 day cancellation period). We were informed that once we have opened the box, there is a R 350.00 cancellation fee. This was also not mentioned by the seller, but we was prepare to pay it.

We then notice that on the 3rd. April they took the R159.00 from the account, in which we immediately reverse the amount. We phoned again and try to cancel the contract. On the 7th of April 2021, 15:07 we received TWO Hotspotter cancelation sms's from On Air to state that the contract was cancelled. ( Which is still on my phone.)

On 6 May, On Air took the R159.00 + R179.00(Premium for the Decoder) which we REVERSED it immediately again. We e-mailed On Air Billing Offices and told them that this contract was cancelled. On the 10 May a Claudiat from the billing services phone me @ 19H26 and said I need to pay the R179.00. We told her that this contract was cancelled and she gave me the Support Services e-mail in which we did send an e-mail @ 19H55. (Ref Nr: ***) Another *** said that a Ntombifuthi Goba will sort this cancellation out. She did send me an e-mail stating that the Sales Person did nothing wrong.

We did send her an e-mail back stating the facts again to her. She said that she will get a Manager to phone us back - which we ARE STILL WAITING for. But in the meantime On Air Billing Services are still trying to take the monies from my account. In fact the very last SMS that I received was today the 24th. September, which state that their intention is to avoid further action from them towards us and to avoid negative credit profile on our name. I am furious and send an answer immediately back to them.

This is the worst services that I have ever received. This is going on for the last 5 Months. And my greatest wish if for a manager to phone me, so that we can this sorted out. And I am also not happy with the threats that I am receiving.

I this is not going to be sorted out soon, I am going to the Ombusman.

Ms. J.H. van der Colff