I have switched from a Normal DSTV Premium contract to a 'Price lock'contract in November 2019. The 'Price lock' installation happenend on the 27th November 2019 in Somerset West. The installer ask Multichoice to activate my extraview during the installation. It work fine for 2 days. Then only the primary decoder started to work. The secondaries stopped working with a E04. Phoned the call centre about 11 times holding on for about 30 min each time without the error getting resolved. everytime the consultant after about 30 - 45 minutes came back and said that it needs to be escalated because it is a 'Price lock ' account. Eventually I went to the service centre at N1 city and they resolved the E04 saying that it was a Multichoice billing issue that has put my account into arrears. I am paying via debit order. So that is difficult to understand.

When I got home from N1 City on the 11th of December the E04 error was cleared BUT my PVR service was not working. I am still battling to get somebody at the call centre to solve this after many calls.

Mutichoice your service is none existent.

Good Day, I pay my mother's DSTV. She is now in a retirement home and we switched to the DSTV package they offer at the retirement home, in November. I always paid her account in advance so there is an amount due to me as the new package is now paid to the retirement home. However I have now been busy with Ndivhuwo Ramabulana, Selebogo Seloisa, Clifford Moncho, Cebisile Khuzwayo and so on. They need proof from my bank that the amount, which was readily accepted, was indeed paid to DSTV. I then sent a bank statement but they said they need proof of payment. I went to my bank spent 2 hours as they could not print the proof of payment. They eventually emailed it to my later that day. I sent the full email from my bank with its proof of payment attached but DSTV is still not satisfied. They still want the "correct" proof of payment. Now, surely DSTV has proof on my statement/account that it received R1000 on 28 May'19 on this account and that there is a balance due to the client, whether I paid or she paid it, the amount id due to the client and should be paid back to the client. Please assist as I am at my wits end. Kind regards, Maria van der Lith 0823855721 ([email protected]).

i am on a pricelock option , paying R548 per month, in September multichoice debited R947, i called and i was told that they had system upgrades and apparently everyone with Explora was over charged, they advised me to reverse and pay manually which i did, the following month(October) they debited R1092.56, i called and i was told to reverse and pay manually . now in November they did not deduct on the 25th and today they suspended my services, i paid R650 manually and when i called they are telling me that R500 is outstanding to reconnect the services, the guy i spoke to (Mcedisi) refused to give me his surname and told me that the other consultants that helped me previously gave wrong information, and he was very rude he even told me to report him to whoever he will cant tell me his surname. i was very shocked at this level of unprofessionalism , he told me that in August i was supposed to pay double the installment even though my contract says that i will pay R499 per month.he told me to go to court if i have to, so if my services are not reconnected i am actually going to open a case with ICASA i cannot suffer like this when i have already paid.

Good day,
My husband has been with DSTV for multiple years.
3 Months ago they approached him to consider the price lock option for the next 24 months but ever since this agreement that have been debiting his account with 3 times the agreed amount. The first two months they have refunded the difference after plenty fights, but this month nothing as yet and no one can help him or tell him why this is happening.
Please advise how to go about this situation.
They told him he cannot cancel because there is 24 month contract in place but they are the ones not honoring the contract agreement.
Please assist urgently.

Reference number 41800766-i67.......firstly i was offrred the explora 3 with installation, multisim came to do installation the yechnician innocent sais he will come and complete it saturday 16th november to fit a modulator,i did not reveive a call then i called multisim to enquire time he will come and i was told that they do not have stock and dont know when they will get and we must just wait, i then called dstv refer to above ref number and your inofficient staff gave me a number 021 3715032 and said i must call installer to make arrangements, i find this very unacceptable as when i was sold the explora i was told that it comes with full instsllation and now i sit with an explora that does not work as well as my pvr. I requested to speak to someone senior and was put on hold for 25 minutes and nobody came to the phone. I would like to state because of this poor service i will put a stop to my debit order and dstv can arrange to fetch the explora and recoonect my pvr decoder. I expect to receive a call to make arrangements. You can reach me on 0828990726
ashwin

As I look at these complaints I am almost certain none of these will ever get a response or be resolved in a way that shows their clients mean something....maybe 20 years ago...but not today. Today this company is a giant, they do not care that you have been a client for 30 years or 30 seconds, its all about the money. They have the monopoly so can afford to drop anyone at a whim...after all...they are untouchable...it's money in the bank. Thousands more line up to pick up where we left off....and thousands more after that.
Whatever happened to customer service...being proud of your brand...reaching out to the little people who supported you all the years just to say thank you...we hear you...
Instead we get rude, arrogant operators who talk down to you like you are a child. they make promises of calling back, escalating the issue even attempting to blame you in the process.....
I called them four days ago inquiring about packages that would mean I may have to downgrade in the near future...instead I got disconnected immediately and after days of calls, complaints...I still get told its A TECHNICAL PROBLEM AND THEY WORKING ON IT..A manager is never available...I think he was in a three day meeting without a toilet break and return calls are a fantasy...When did people become so insignificant to business no matter their market share?? We live in a country where things could shift is in a flash....remember the higher you are the harder you fall.........losing a single client should be as bad as losing 10 clients. When competitors move in on your piece of the cake not even your non existent customer service would save you...there would be no brand loyalty...just relief that finally we get to make a better choice....and they are coming....you can't deny that...

I am customer with DStv customer number 68752722. At times DStv has been charging me fees which makes no sense to my compact package.
I used to have two DStv decodas which I cancelled one in the year 2018 and a DStv consultant helped to create a password if I ever want to reconnect the cancelled decoder.
To my shock my bills have been double as a result of my DStv service to be disconnected. I had to make additional payment which DStv demanded and called in a call centre. To my shocking, a DStv consultant told me that I have two DStv decodas active.

The question I had for her was how come? Who would have reconnected my decoder without my personal "Password" that was issued? I then lodged a case with a DStv consultant with a Reference number 68752722-1188
I received no follow up call or email from DStv as don't care less. This is a second time I lodge a case with DStv but no reply.

I still need to know who did reconnect a decoder that is not in my house? Someone has definitely tempered with my personal details (ID, Physical address, etc) without my knowledge. Can I trust DStv/Multichoice again?

It is the high time to name and shame this organization to social media platforms and report it to an ombudsman for taking people for granted.

M Semlingwa
Customer No:68752722

On the 17 september 2019 my service was disconnected when i called for 4hrs 30 minutes to ask i was told i didnt pay i provided proof of payment they said the payment was reversed which is not possibble im using an Fnb app not a debit order i still provided my bank statement.They reconnected and said they will sought out my problem 2-3 days they disconected it againi called they reconnected and promised to sought my problem .Since them my service was discontinued more than seventeen times at a stage they told me iabout February i provided proof of payment they said the system billed me twice promised to sought it out it never happened last thurday billing and escalations wrote me an email to say all was soughted .I went to my self service it was reflecting my payment due to be 1st December R260.00 and showed credit of R8 .yesterday 1:20 SMS POPPED ure service was disconnected you owe 310 pay now we will connect .I called the call centre i was told my account has gone for escalation the agent cant open it .I called again the other agent said i see all the faults on ure account i will reconnect and escalate your problem.After more than thirty calls and lengthy once and many chats /messages my problem still not resolved .What kind of service is that can i be a client and be a custodian i have provided them with all the proof the want what more they want.And it not being my fault who is going to reimburse all the call costs that i made forsure their can cover more than six months premiums my account 90952546

I received an email on the 24th May 2019, stating that i can pay R299 for the next months instead of the normal R399, condition was that payment be made on or before 30 May. I did that as my sense tells me that 3 Months was by or before 30 May, 30 June & 30 July. Now my account has been in arrears with R99 from August. And i have bee asking about it. All the Agents i spoke to told me that they will escalate it. but never did. This month my account is overdue with R148 and i am very pissed because i have no idea were it comes from apart from the discount. I spoke to Duduzile today he/she told me that the promotion ended 15 July. How was i supposed to know because there was nothing about 15 July on the Advert. And according to my understanding 3 months is made of 3 30/31 days. If its the case the promotion ended 15 July, it is not my fault that it was not disclosed with me. I need the R148 cleared from my account as i am not accountable for it.

See my questions and the response to it (no answer to it just cut me off this is not good for your business I am also going to place where ever I can)

Hallo Getty

You totally misunderstand me I said after the Rugby world cup ( the world cup did not end yet ) I am going to cancel.

I did not yet ask you to cancelled it.

So you know what to do now (these is the type of things why want to cancel people don’t understand what the Client want).

This terrible please read the e-mail again and tell me if you see a date.

J.J.C Reynecke

From: Dstvhelp [mailto:[email protected]]
Sent: 30 October 2019 10:22 AM
To: Johan Reynecke Transnet Engineering GRM <[email protected]>
Subject: Re: [EXTERNAL] CUSTOMER NUMBER:4146514

ENQUIRY REFERENCE NUMBER : 2633098
Good day

Thant you for your e-mail

We will regret losing you as our customer.

Kindly note that service are already disconnected.

Should you need any assistance, please contact us anytime.

Kind regards,
Getty Dhlamini
On Tue, 29 Oct at 6:49 AM , Johan Reynecke Transnet Engineering GRM <[email protected]> wrote:
Good day

Since Sunday I am receiving a message for my decoder to the signal is weak and it comes and go.

What could be the problem. Herewith the details of my decoder:

PS Number Decoder Number Decoder Model and Description
23456612 TDS850 P300121736

Also advise me how the cancel my subscription with you after the Rugby world cup I want to cancel.

The reason for that is because I cant chose the channels that I want to wacth and I don’t want to pay for something I am not watching.

Regards

J.J.C Reynecke

I entered into a price lock agreement in July 2018, however, I was billed normal fees of R849 instead of R750 until February 2019.
I have not received my refund.
I am still in the price lock agreement for R750, yet my debit order for October 2019 is R900.
I have requested a settlement to terminate agreement yet 3 weeks later still no feedback.
I have request my refund and queried over billing, still no feedback.
Herewith reference numbers.
2392120, 2633400, 2465827, 2465445, 2465018, 2413307, 2401923, 2392487, Phoned dstv, used Hello Peter and the community which is not represented in the reference numbers.
I am at wits end and am prepared to go to the NCC and seek alternative remedies.

I was debited on the 25th at 8h01 pm and now multicoice said the funds are not reflecting on their side,i gave them reference numbers and the time so that they can trace the debit on their side they have failed to assist me ans asking for bank statements am i told them i already have spent more that R100 now of airtime trying to solve this query and no one could assist just to track the payment and i did contact my bank the debit order was paid and successfully they have suspended my services and my money is with them so i will like to know if they will refund my charges for the bank statement and my airtime i used, i am not happy at all i want my services to be re connected asap

My debit payment for subscription is on the 28th of every month but am sitting with a decorder thts on suspended and i pay 1008 every month i tried calling the dstv customer services but they told me the the relevant people will call me since Wednesday the 23of October no call have not been made my acc no is 105173788

Good day,

I have called in numerous times regarding the extra amount that was charged on my account. With each phone call I get a different reason as to why my bill is more than what it is suppose to be.
Called again today and asked to speak to manager, I was put on hold for more than 5 minutes and still no one answered.
This is frustrating, every month my bill increases by R100.

With each call i am promised that the query has been escalated, but no one bother to get back to you.

I was this sorted please.

I am having the worst ever service from this company it is beyond believe...we have a Price Lock contract and pay R1200 per month as agreed by them and been sms to us.Our service is disconnected every 4days then I phone and report it .I've emailed and also sms but no one bothers to get back to me.
I believe there is miscommunication between Multichoice and Price Lock and my query keeps on being escalated who knows where to...maybe dustbin...

Really we've been customers for years and we get treated like this....

My reference number 41510222 - I325....IF ANYONE CARES

Regards Etienne Nel 0837955750

Issue#1
I subscribed to price lock end September for R899, however instead of the premium package, I was downgraded to Compact??? i emailed twice and the auto response says SLA is 24 hours. it's 20 days later and no response
I've also called in more than 15 times, requesting this to be fixed.
I've posted also on Hello Peter and still no response.
I've logged this with the Ombudsman to be handled.

Please contact me urgently, ref - 2347343 , case number 18999761/C3 for the resolution of this case.


Issue#2
according to multichoice the amount to Pay is R673. Now if subscription for Compact is R399, please advise on the balance, what is it for????? the agent i spoke to, Ayanda, said a portion of it is the access fee, WHICH IS R95, then she said the balance is due to Box Office... HOW??? i pay in money before renting a movie and the last time i paid in was R175, so why am i being billed again

i will be cancelling the debit order as the incorrect billing will mess up my account. please cancel it on your side as well.

Issue#1
I subscribed to price lock end September for R899, however instead of the premium package, I was downgraded to Compact??? i emailed twice and the auto response says SLA is 24 hours. it's 20 days later and no response
I've also called in more than 15 times, requesting this to be fixed.
I've posted also on Hello Peter and still no response.
I've logged this with the Ombudsman to be handled.

Please contact me urgently, ref - 2347343 , case number 18999761/C3 for the resolution of this case.


Issue#2
according to multichoice the amount to Pay is R673. Now if subscription for Compact is R399, please advise on the balance, what is it for????? the agent i spoke to, Ayanda, said a portion of it is the access fee, WHICH IS R95, then she said the balance is due to Box Office... HOW??? i pay in money before renting a movie and the last time i paid in was R175, so why am i being billed again

i will be cancelling the debit order as the incorrect billing will mess up my account. please cancel it on your side as well.

hi, ive been so frustrated with the call centre agent they cant actually help you as they keep on referring you to the WhatsApp Robot.
when we joined Dstv fo the Pricelock we agreed for a debit order to be done. They only debited once and the other times I have made cash payments. in July 2019 they did another debit order and I paid in, then our account was in a credit. now our service is suspended as I thought that they will be going on with there debit order for this time. I phoned the call centre and this lady says that they system makes a lot of mistakes as I have a active debit order arranged but nothing goes off. She also said that they cant bypass the system not even there manager. I think this company is really lacking in customer service on the phone as the agents cant hear you and you are wasting your airtime just so that don't get any satisfaction in the end. Please get this sorted and also the WhatsApp robot is not working.

Mr Brintley & Renata Hendricks
ID# 7502165192087

on the 27th July 2019 we cancelled our DSTV subscription with immediate effect, the consultant we spoke to sent a cancellation for the debit order as well. This debit order still went off our account. We were then told to send proof of the debit order amount that was debited and we did. We have called numerous times for the last 3 months for our refund with no results or feedback. Although some consultants promised they have escalated this to the pricelock department and their manager and they would get back to me in August... no one got back to us. To make things even more confusing and worse, our decoders were activated on the 27th September and a debit order of R 1,836.63 was taken, i'm guessing Multichoice activated everyones profiles for the world cup. Please note, all your calls are recorded, check your logs with our account number, check your emails, we did not request to be reconnected. We cancelled your services on the 27th July and do not wish to activate. Your illegally took money from our bank account,without informing us or without our consent, This is not fair. on the 27th September, my husband contacted the call centre, yet again, a very helpful consultant, who also informed us that our decoders are on???? Guess what we were looking at all our unplugged decoders??? we are using Netflix and Showmax and we have a fibre account, where can we afford DSTV as well? Seriously, do you not care about resolving issues or emails sent to you continuously over the last few months? We receive robotic responses from your agents, we will investigate and get back to you, or your decoders show its connected? like really? We approached our bank to stop any and all further debit orders from Multichoice, you have no right to take money off our account. We cancelled with you, and to be fair you still owe us our August subscription you took off our account on the 27th July. The sad part is that no one seems willing to resolve our issues but yet they find the time to hand our account over to a 3rd party to threaten us for the payment of R 2300 or something? this is not fair. Multichoice, please refund our monies paid for August and remove our profile from your system, we have no immediate intention to subscribe in the near future, please! We were a loyal customer paid on time for the last 9 years, please resolve this to avoid further steps from our side.

I'm pretty sure you will avoid this complaint as well, thats what you very good at.
Thank you
Renata and Brintley Hendricks

I have been using dstv for more than 10 years and always paying my account on time every month. Suddenly two months ago I started expiriencing problems with my account and disconnecting my account for no reason. Now I owe R164 that I don't know where it comes from because I always pay my account on time. Dstv service is bad... I must phone a call centre every 5 days to reconnect my dstv.

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After 6 phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could se an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers.

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After 6 phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could see an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers.

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After multiple phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could se an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers. I have no logged 6 conplaints and my account query has not been resolved.

I starting having two explorers on my account from November 2018 on different subscription (family & access) however with PVR option on both. My account was R592 on August before 09th August 2019 after I upgraded the access decoder to compact and paid R131.61 prorata. For September my subscription was R854 which I paid on 19 August 2019. The September 12 I received an sms stating that I must R358.13 as my account was overdue. I emailed Multichoice for clarity and the response was that the was a reversal hence I need to pay that amount. Which prompt me to call in customer care to understand what Multichoice meant by a reversal since I paid them through EFT and I don’t have a debit order option. This conversation went back and forth from 12 Sep, 15 Sep 08:55 (Olwethu), 22 Sep 09:51 (Shannon and Amanda-supervisor) and the calls lasted an hour plus. Shannon and Amanda-supervisor on the 22 Sep assured me that this was resolved and my account will be active till 15 Oct 2019. To my surprise when I returned from my trip on the 06 Oct 2019 the compact decoder’s service is active without PVR option and the family decoder was de-activated. I then called Multichoice and on their voice prompt it stated that my service is active and the amount due is R785 due on the 06 Oct, I then opted to speak to a consultant (Siphesihle) who kept explaining that my account has two due dates which was the 06 and 15 of every month and when I asked him how is that possible when I have one account for two decoders and how do they decide to split my decoders payment. He was not making sense, I then requested for his supervisor and after putting me on hold he came back saying his manager was not available to take my call. I asked him to request the supervisor to call me with no luck hence this compline. I have all my POP and they don’t reflect what Multichoice hence on their systems.

i have called numerous times since 29th of August for DSTV to rectify my account but to no avail.
they have been charging me for 2 decoders Premium instead of one. i keep getting told someone will contact me but still to no avail. I've been told its always been escalated but to no avail. i have spoken to the so called Manager Chanel and guy in call centre by the name of Migesh which promised they would assist me but to no avail. i give up. I cant Understand what is going on there. what do i need to do to get help from someone??????????? Now i get disconnected …. I need someone to assist me please.
no manager nor Agent can assist.


my account number: 80223227