MultiChoice Africa / DSTV review: account payments 69

I have spoken with 6 agents to sort out Multichoice's incorrect billing. They are basically charging me for 2 devices even though I called them on Dec 20th to disconnect one of my devices (my parents, who are now deceased, had been utilizing it).
The calls I have made prove that I my point but I'm still double charged and disconnected. Help!

Hi,
I am greatly disappointed with the level of service from Multi choice. I have been paying my monthly subscription at the store. This month I paid on the 2nd April and on the 4th there was a debit done on my account. I called the call centre like a fool being taken from pillar to post. I have not refunded as of this day. No one gets back to me with feedback. I hate Multichoice

I am so tired of this multichoice who dont understand accounts. They only interested and understand very well and that is how 'PAY NOW" OR "HOW TO PAY YOUR ACCOUNT' they very good at that . but service doesnt exist. I pay my account twice in april 2016 because i up graded it. End of the month comes and they cut me off when I paid twice..I CANNOT BELIEVE THESE PEOPLE. I paid the full amount the amount they demanded and now I looked at my account and i see they have added more money to it. I think they come with these strange dates to pay just so they can confuse you and then cut you off and add penalties...IT IS ALL A SCAM...THIS HAS TO STOP

To whom it may concern.

I am an extremely irate and irritated client due to your lack of customer service, incompetence of staff, and general attitude in which you choose deal with complaints.

I have been seeking resolution to what I deem a simple problem to solve. My DSTV loses signal and I would like to have it resolved. My account is always in credit and fully paid. I am of the opinion that DSTV is currently in breach of contract as far as any consumer act/protection act one would like to quote. I am paying for services that is not rendered. The semantics of which does not interest me currently.

I have incurred costs in my endeavor to seek a resolution to my dilemma. Costs of which I would like to hold you as an organization fully responsible for. My attempts to discuss my dissatisfaction with a member of management within the appropriate ranks have fallen on deaf ears. This is again one of those futile attempts, and a response would be utterly shocking.

After all the running around, phone calls, stress, I can report that I have yet to have someone with the correct authority call to satisfy me needs. Being in Management in the retail sector for the past 14 years, it surprises me not, to learn that your organization has outgrown its own customer base. We are now no longer the valued client. Just another number in the queue. I have however a few questions for the powers that be:

Since when are meetings more important than customers?

Since when do managers ask customers to call them back in order to resolve a complaint, when clearly the organization is at fault?

What gives DSTV the audacity to demand when they will be available to help a customer, after promising, and not keeping to such a promise?

Why it is that DSTV have managers/supervisors that have titles that clearly do not fit the pay neither/nor the level of authority it should carry?

Why do staff have a “I do not get paid enough to listen to this” attitude?

What does it take for a customer to get through to correct person; i.e the person driving the company car, earning the 13th bonus cheque, that is in board meetings the entire day, and is paid enough to listen to why people like myself(the mere client), is dissatisfied with decisions made by people like them?

In the spirit of customer service(which is clearly my demand at this moment in time) I encourage you to call me to discuss further. I am not interested in having my service “fixed”, but rather having my costs reimbursed for the financial loses incurred due a serious lack in customer service, of which the onus is solely upon yourselves.

Rashaad Jeffrey
[protected]

Good Day - I signed up for DSTV on the 28th December and was asked to pay in R50.00 for the remainder of December- i was also told to pay in R620.00 before the 1st Jan as the debit would only be effective from 1st Feb - i paid on the 31st of December and on the 3 Jan Multichoice deducted off my account R920.00 - i called them to say i need my money back as the money left in my account was for my Medical aid i am 6 1/2 months pregnant - my medical aid has lapsed as Multichoice policy is to return my money they took out of my account with no permission and more than the recommended amount (fraud) will take up to 14 days! I am sitting with no medical aid due to there company policy - if something has to happen to my unborn child multichoice will be responsible for that and i will open a case of fraud you have no right to take 14days - not even a cheq takes 14 days to clear - you tool money out my Cheq account physical money and R300.00 more how dare you that is disgusting and what authority do you have. waiting on consumer act to process my complaint hopefully sorting this problem out!

I have asked mnet consultants who phone me about heard on air promotion to ask the area manager to phone me in connection with the Agreement. Been phoned 6 x to take promotion and every time ask for area manager to phone and they will Re-pond he will with in 24 hours and I never get a call back been 18 months all ready. Service is ? no service at all... They have no idea want is going on. Ref no.Oa-[protected]

have asked mnet consultants who phone me about heard on air promotion to ask the area manager to phone me in connection with the Agreement. Been phoned 6 x to take promotion and every time ask for area manager to phone and they will Re-pond he will with in 24 hours and I never get a call back been 18 months all ready. Service is ? no service at all... They have no idea want is going on. Ref no.Oa-[protected]

! Report Spam

Multichoice billing system. Sms received stating that i have an amount over due. I was NEVER informed of the amount. When i called to enquire, i was informed it is an amount for April which was revered but NO REASON WHY this was reversed! Can some one please get in touch with me and clarify this ?!

Multi-choice decided without notification to not bill customers and then to cut them off (many of them) when they fail to pay (this now happens often since the customer never receives a bill). This rude and possibly illegal tactic also leaves the customer with no tax record. I am a very prompt bill payer--the kind most businesses would love--but I missed the multi-choice bill three tithey mes and each time complained to them about not being billed. Upon the second complaint, they then promised to send me an e-bill. This I received once only--the month of the complaint--and the next month while waiting for the next e-bill I was simply cut off for a third time. Of course, there is a reconnection fee. I think this is really poor customer service. In fact, that does not state it strongly. Their attitude and approach to customers is pretty horrible. Please look into this. I doubt if I am the only one irritated by them and their attitude to customers.

I arrived at the front door of Multichoice’s offices in Randburg at 14H03 on Sunday 20 September 2009 only to be ignored flat.

It must be great to be in a business where you can treat your clients as you want knowing they have nowhere else to go. What Multichoice needs is competition so that the budget can include some funds for training in public relations. The last time I received this kind of service was about 20 years ago when I made the mistake of going to the Post Office at lunch time, thereto the staff just looked at me through a locked door whilst sitting behind a desk doing absolutely nothing.

In my business we have lots of competition. If a client of mine or even a potential client took the trouble to come to my office and happened to arrive after my normal operating hours I can assure you the least I would do is spend a few minutes with him to understand why it was important to him to take time out of his Sunday afternoon to come to my office.

I am disappointed by the bad service I received... I expected more from a company whose product I and my family make use of evey day.

4 phone calls 4 emails and still no refund as promised to me 2 months ago!
People there are either not doing their job or the company simply don't care about their reputation.

I was billed twice on my account. I called the call centre and spoke to Thulani Mokoena on the 4th Sept to notify him of the incorrect billing on my account and I requested a refund to be actioned. He told me that they don't issue refunds and I told him that there is no such thing. He thn suggested that he is going to speak to his supervisor.He came back to me and told me that he had to convinced his supervisor so hard to give me a refund - to me thats was nonsense. He told me that I wll be refunded after 7 days.I called again the following week to double check if my request was actioned and I spoke to Dimakatso Modia. who confirmed that my refund will go through on Monday the 15 Sept. when I checked my account today there as nothing. I called Multichoice this morning spoke to Innocent Malusi and I was told that they did receive my request on the 4th and the following week as well and a note was made on my account for a refund to be actioned but it was not done. they don't know why and I must wait for another 7 days they will try and action it. I asked to speak to the supervisor to lodge my coplain I was told that. The supervisor doesn't speak to the public.

I tried calling the Multichoice call centre as my decoder with the smart card got stolen. I just wanted to query what I need to do in order to get a new smart card. However after holding on for 20 minutes the first time, the phone was just put down by the consultant after I asked the question. I called again this time holding for 10 minutes, again after stating my problem the phone was just put down again. Again I called and asked for the manager, they said they would be transferring me but after holding for almost 25 minutes the call was just ended. I must say they can be very lucky that they dont have any competion in the market because they would not last!

You did not answer my question. Who is responsible for all the repeats on Kyknet seeing that it is your own channel and not bought.? Read this quote from my last complaint and give me and my facebook buddys a decent awnser. We pay good money for rubbish.

NONSENS. Kyknet Chanel 111 is the only Afrikaans ONLY channel in South Africa this was also one of my biggest reasons for joining the service in the first place. I could not believe it TUESDAY when i saw Amalia returned once again how many times do we still have to watch this. Mu lit Choice has no excuse You even brag about the fact that you have more than 3 million subscribers. As i say Multichoice used KYKNET as bait for many Afrikaans viewers to buy subscriptions. It is your duty to produce content for your own channel's. SUGESTION.. seeing that the SABC is bankrupt buy the shows that were made for them.

I moved homes which is in the same area but just in the next street. The home I moved to had a DSTV dish already installed. The tech checked the signal and tuned the decoder for R500! The signal is fine during the day but come to 6pm channel 123 and 255 will simply not work. I called Multichoice several times this past week in the hope of finding an intelligent person that will help with this issue. First I was told, your decoder is faulty. Ok so 2 out of the more than 80 channels suggest a faulty decoder. During my next call, I was told that my neighbours blasters are too loud so it affects these 2 channels. Oh and the consultant was kind enough to tell me to walk around to the some 40 houses in my complex to ask them to turn their blasters down. In my latest call I was told, just wait, the signal will get to you eventually. Not to mention that I changed my details only to find out today that they still have old details. Who are these clowns that Multichoice employs? Simply pathetic service for R519 a month.

On Sat 6 Oct at approx 11h50 I was watching a replay of the Semi-Final T20 world cup match between WI and AUS on Supersport channel 212. The WI were batting. They broke play to go to adverts. After returning from the adverts the WI are no longer batting and AUS is batting. They cut out the best part of the WI innings. I can understand having a problem with a live feed but this was a replay. As a result I have insisted that Multichoice refund me for the month because they failed to show me the content they advertised. Mulitchoice blame the incident on Supersport. This is just passing the buck. I pay Multichoice upfront not Supersport. If Supersport stuff up then Multichoice should refund me and claim their losses from Supersport. Multichoice head office tell me that they can't be held responsible for a technical fault. Don't they know they are not selling doughnuts they are in a very technical business. This is what happens when accountants try to run a technical business. Soon we will have streamed TV and we can dump multichoice. Daylight robbery!

At the end of august I was billed extra by multichoice so I called the call center and cleared this up and was told that I would have to call back to get the excess money to be put back into my bank account. I called back after the given time period and put forward this request to a lady named Thobeka ref no: [protected]. I was told that by thursday this week the money will be in my account which did not happen! I called the call center again and spoke to Tumi ref no [protected] and was informed that 'the system' was down and did not process the transaction so it will have to be done again which he assured me was done and that the money will be in my account the next day. It is now a day later and there is still nothing in my account. What do I have to do to get my money back? Calling the call center has proved fruitless!

Its a pity these guys are the only service provider for satellite TV.

My DSTV account (smart card number: [protected] )was cut off on the 9th September 2009 and I paid it on the 26th September 2009 so technically I was disconnected for about three weeks. I am subscribed to the R 499 per month service and I paid R 600 on the 26th September which is 10 days ago. Today, I recieved a message that I am in arrears and I need to pay R 318 before I get disconnected again for the month of October. If I do pay this R318, then it means that I pay the full amount for the month of September even though I was disconnected. The amount I am supposed to pay is in actual fact less than R 187. To add to that, the service consultant informed me that I was in arrears of about R 150 which I failed to understand as I always paid more than was needed of me every month. I am supposed to pay R499 every month but instead, I usually pay between R 500 and R 600. Obviously, something is very wrong here.

I refuse to pay this money. If anything, my account should be reviewed on the 25th of every month like how Multichoice has always done as this is when I get my salary. Its not fair that I should get cut off 10 days after I paid my account.

So they have a debit order loaded for our payment monthly, but for 4 months in a row now the debit order does not go off from their side. Each month I have to phone, explain and get it reconnected, but i never get a direct answer as to why this problem persists. Each time they confirm the banking details, which are correct, and each time they apologise for the inconvenience and promise that from hereon the debit order will go off as loaded, just until the next month... If you at MULTI CHOICE/ DSTV are however in any way INTERSTED TO ASSIST me in this matter - I`m not getting my hopes up though - i have requested a manager to phone me- still waiting, have written a facebook message, still the same annoying recall of events MONTH AFTER MONTH! Anyway, herewith my account number [protected], as well as the reference numbers of numerous calls, go and listen to the recordings, and if its not too much asked, please do something about your PATHETICALLY BAD SERVICE!
I logged a call on 12/08/2016, 02/09/2016 ref no: [protected]-i34, 13/10/16: [protected]-i45 and your call centre phoned once again today, 10/11/2016 to follow up on the account that is in arrears, because the debit order did not go off again, this month as well.

Totally useless bunch of consumer rights abusers. Have no care in the world. Don't return e-mails, break agreements, incapable of managing accounts. Unhelpful bunch of idiots.

I called in on 16 January 2017 to down grade from Compact to Easy view, and the consultant who assisted me(Veronica) assured me that on the 26 January a debt order for the easy view amount would be deducted, i realised at 31 January 2017 that this had not happened, the full amount for compact was deducted, I then assumed that this was the case because i had called in on the 16 January 2017, perhaps the debit order was already loaded for this amount and could not be changed. On the 26 February 2017 I found that i was debited again with the Compact view fee, therefore i called in today only to find that the consultant who assisted me on the 16th did not schedule my down grade, so i would love to know what the consultant actually did on my account as she gave me a reference number. I am further told that it will take up to 48 hours to get an approval to reverse the charge on my account and once approved, will take a further 7 to 10 working days for the reimbursement. This is absolutely ridiculous, this is honestly terrible customer service, why is there no one supervising these consultants to ensure that calls are being dealt with effectively, it is so easy to take money from clients and yet such a drawn out process to pay back money to them, and yet it is DSTV's fault

My husband downgraded the DSTV to a R235-00 package and we had to pay at PEP Stores as the DSTV franchise was closed on Saturday 15 April 2017, We had to eventually pay R356-00 to be reconnected. He phoned and was advised that we had not paid the correct amount (although the operator advised us the amount of R356-00) but they would reconnect the DSTV, They then advised they were getting an error message to reconnect and the matter was escalated to the Supervisor who would phone back within an hour. This morning we had to phone again and was given the same response. This afternoon at approximately 16h00 we phoned again and was advised to hold on, which we did, only to find ourselves repeating everything to another person and again advised they are receiving errors in reconnecting and the matter has been escalated and the person will phone back. It is now 19h04 and still no telephone call or DSTV programmes. This is absolutely not acceptable.

We disconnected our dstv service almost 2 years back or longer and stopped using our tv which we subsequently sold. Approx a little over a week back, my son bought a new decoder in my name as mine appears to have been stolen and paid a preimium of R85 to have it connected at your Umhlanga depot. The lady who assisted him assured him the payment was up to date, yet a few days ago while he had holidaymakers renting his unit, we were placed in an embarrassing situation when they called to report that there was no service. I immediately telephoned your call centre and was assisted by a gentleman named Tyron who advised that the service was suspended due to an 'outstanding' balance of R96 which is supposedly owing to Multi-choice. Unfortunately, the discussion became somewhat heated as I disagree with this information on the basis that my son was assured the account was up to date by your consultant in Umhlanga. Yesterday, although my service is still active, I called your call centre again to ensure that there will be no suspension until the next premium falls due. She was unable to comply with my request, so I chatted to a manager who returned my call, assuring me that my service would remain active until I visit your Umhlanga office to resolve this issue. Moreover, I was also informed that a balance of R36 and some cents has been outstanding since I disconnected my services which I am also not in agreement with. We never received any form of notification that there was an amount owing and, according to our records, the account was settled in full at that time. Unfortunately, due to a delay this morning I have been unable to visit your Umhlanga depot, so I called your call centre requesting a consultant named Kuagelo (not sure of the spelling of her name) requesting that she relay a message to one of your managers at your Umhlanga depot to call me. She seemed reluctant to assist, but appeared to have a change in her attitude when I mentioned that I will mail your CEO to advise of my dissatisfaction surrounding the seemingly incompetence of the staff I have liaised with iro of this matter. At my own cost, I have had to make repeated cellphone calls and it would seem that I actually need to drive to Umhlanga which is a little more than half an hour away from Ballito in this busy season in an effort to resolve this issue. In the circumstances, I would appreciate your urgent assistance as I am greatly disturbed by this incident and would like to prevent a similar occurence before the next holidaymakers arrive. Your timely response will be appreciated. Regards, Ms Cheryl Hunt (csplacements@xsinet.co.za)

I was very angry, frustrated and embarrassed when I spoke to Tyron, so unfortunately he did bear the brunt of my harshness, but I subsequently apologised. Please let it be noted that there was no swearing or violent threats made. I believe I was courteous in liaising with your other staff members.

The incompetents of Multichoice's staff, all round is quite astounding.
I am sure that the only reason that a signal is transmitted at all, is because it's all
done by a computer.
From the 21/05/2018 I have been attempting to get them to allocate my payment
made on the 17/05/2018, by EFT, but to no avail.
This morning I tried to again cancel, also to no luck.
The quantity of phone calls I have made to try and sort this mess out is beyond counting.
The quantity of incompetent supervisors both in the call centre and disconnections is unbelievable.
Eventually this morning I could take it no more, I have had enough, I tell Namboosa (yet again another assistant),
that I would pay the premium for June, (which is all I owe) and that, even though, I have not had a service for most of the month, I would pay the premium for whole of June which run from the 15/06/2018 to 14/07/2018 as its paid in advance.
She says (get this) if I don’t pay the whole outstanding amount of R 2794.00 (were that figure comes from is beyond
me) they will hand me over. WHAT FOR?
The only reason that we had Multichoice was for the SPORT. They have managed to tie it up so well, that if you want to watch motor racing you have no alternative but to watch through them.
How is it possible that a privately owned multi billion company like Multichoice is being managed worse than our government?
I have posted this on Facebook as well, so that I have some kind of record to show the courts.
L.George 10/07/2018

The multichoice services arre very poor and their agents are very dumb and extremely rude, they need to be helpful before they lose customers
Chamaine

I paid my account on 26 July for august and I paid R150 because they told me about reconnection fee but my due date is on the 2nd of every month.

now again they are telling me about the R105 that I must pay again before the second I don't understand this whole thing and its annoying, THIS IS NOT ON .

Last month I called and the call centre because they charged me twice, and the lady promised me of opening a case till today no one called me instead they are charging me twice again

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Dstv Multichoice is a problem

samuel M | 03 Sep 2019, 08:34

Good day

Kindly assist with the following:

Named: Sam Matane
ID: **********082
Cell: **********
Res Address: 7034 Cydonia Street Unit 15
Mmabatho. 2735. North West Province

My Dstv Explorer was disconnected last week on the 29th of August. I phoned in to enquire and i was informed that I owe R66.10 as an outstanding balance for my account to be activated as Dstv debited a lower amount instead of my normal Price lock subscription.

The lady then informed me that the febit order will go through and my Dstv will be switched on. I later phoned as it was still off and I came to my senses that tbere is no way Dstv could debit an amount which is not supposed to be debited. Rather I will recieve an sms indicating that there is insufficient funds in the account as a returned debit.

The second lady i spoke to explained that Multichoice was experiencing a challenge with the system and price lock subscribers had their Dstv Explorers switched off and its not my problem rather the companies. She explained that the previuose person assisting me did not explain things correctly to me.

1. My account is up to date and I do mot have an outstanding balance on my account.
2. The R66.10 debited from account is a reconnection fee which was not even supposed to be charged on my account as it was not my problem for the Dstv to be switched off.
3. Dstv has offered me a discount and i will not be paying my normal R604 subscription which includes my two insuarances for the Explorer and Extra view decoders.
4. Today the 02 of September Dstv has debited an amount R712.07 which is not even my Price lock monthly debit.

Kindly assist as this is a problem created by Multichoice and not myself.

I would like payment debited from my account be reversed and the normal payment be done accordingly. When i try to call in every time i am told my problem has been escalated and some one will call me. To date no one has and i dont think they will ever call me because they take me fogranted.

Your assistance will be highly appriciated.

Sam Matane

Please get your act together, it is tiring to be victims of your constant ignorance and arrogance