Reference INC-2587 - Lack of service/unresolved issue

On October 12, 2023, I received a phone call from a Showmax agent advising me to activate the special bundle to receive Showmax and DSTV Stream for R349 per month, as Showmax Pro will no longer be available. I activated the bundle on October 12, and payment was taken off on October 3. He advised me that there was some issue with my profile on the Showmax side, but he has requested that his supervisor resolve it. I received no feedback after that and took it as the matter was resolved. After activation of the bundle, I could access and watch DSTV Stream and Showmax.

On Friday, November 10, 2023, I noticed that I could not watch any shows on Showmax. The only application I can access is DSTV Stream. I noticed that my subscription did not go off my card in November and then received an email from DSTV Stream reminding me to make payment, and they provided a link to make payment. Every time I tried to access the link, it failed as my ID number did not pick up and I was never provided a customer number.

I logged a call with both DSTV and Showmax to resolve this matter on November 10, 2023. I have followed up four times this week and have received no feedback that this matter has progressed to being resolved. I have been told this matter has been escalated and fast-tracked; however, no one has bothered to call me and update me on this matter.

I have been patient and stuck to the 48 working hours Showmax advised me it would take to get back to me; it has been more than 132 working hours now, with no feedback. This is now unacceptable and unprofessional; therefore, I request that I receive proper feedback today. It should not take this long to resolve my access to Showmax and my payment of R349 for the Showmax + DSTV stream bundle.

I just want my bundle of access to Showmax and DSTV Stream sorted, and I would like to pay R349 for it. I would think that as a business, resolving this matter would be a priority, especially since a customer wants to pay their subscription!