MultiChoice Africa / DSTV
Reviews and Complaints

Following the installation of the On the Air package during July as offered to me by Multichoice everything that could possibly go wrong on my account did go wrong. I had to make multiple calls, speak to multiple supervisors after which not a single supervisor called me back to discuss what is still an outstanding issue.
Access to supervisors for problem solving and accurate information is limited and that is damaging to Multichoice's reputation. Wondering how long it will be before my multiple queries are resolved...Customer nr [protected].

R799 was debited from my account on 1/08 by Multichoice for my premium bouquet. I then registered for explore package, I was advised that my account needs to be debited with R849 which was processed on 19/08 then only can the this be connected to my tv. I called the call centre to enquire how much will be debited off my bank account at the end of August, I was told that a pro rata will be charged i.e. R849 less R799. I then receive a sms today (2/09/2015) that a further R1074 was debited for Multichoice. So a total of R2722 was debited from my bank account for the month of August, is this legal? This is not the first time Multichoice has incorrectly debited my account. It's month end, I have not budgeted for this extra amount of R1074, when will receive this refund in my bank account?

Hello david

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david mogale complaint
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Supplier
David mogale
Industry telecommunications
Branch / area call centre country south africa
Time / date 21:26 tue 1 sep person responsible zimkita, puleng, nltan...
Customer davidmogale view all reports by user 0
1
Problem
Billing / accounts

Multichoice and its incompitent staff members
On the the 29 july 2015 I phoned multi-choice call center to increase my channels for the 29, 30 and the 31. then I phoned again to find out what happened and the next consultant: ntombifikile informed me that multi choice cannot increase for only 3 days they can only increase from the 1 august for the whole month. I therefore made it clear that I want to stay on easy view n she should not give me compact and we had an agreement. on the 1 august channels were increased to compact without my concern. on the 14 august my all channels were cut off. I therefore phoned them on the 17 to find out whats wrong n I was told that they will lessen to the recording and get back to me withing 24 to 48 hours and I therefore did not receive any call till I called on the 18, august, consultant lessened to my call and guaranteed that my account will be fixed. I got reconnected on the 19 and then cut off on the 24 I phoned again on the 25 got reconnected then cut off on the 26 called on the 29 promised a call back and no call, called today and clint schoeman promised to call me and im still weighting. no one is willing to help me. sameone please help me im out of options. radio 702 john robbie please.

Dear incompetent dstv

I have been querying since sunday my dstv account and I am now fed up and seriously over the pathetic service of your company.

I reactivated my dstv on the 25/07 2015 and scheduled a disconnect on the 31/07. my dstv did not come on and I called the call center [protected] from my cell. the woman I spoke to said there is a problem with the online system as there are upgrades been done and that she will do the reconnection and downgrade schedule on her side.

When I was on holiday now I asked the people living there if the dstv was disconnected on the 31sy july 2015 and they said no. I asked them this on the 3 august 2015 and then immediately sent an online enquiry to dstv via your website which I have proof that it was sent.

Upon my return last week I went online to check my account and noticed it said I was owing r400 for dstv, I do not owe you a cent. I paid for julys connection and asked for a disconnect.

I called the center on sunday and logged a case
I called the center on monday to follow up to which a lady told me she would get it done
I called the center on tuesday morning to which a man told me that the refund was approved and he would follow up with credit control why the account had not been done and then get back to me.
When I called the center again tonight to reactivate my dstv the refund was not done and then I asked to speak to a manager.
The rude manager, who eventually put the phone down in my face, told me that there are no records of me calling on sunday, monday or tuesday morning. on each call you say that they are recorded. I will send you my cellphone history to prove I made these calls and the durations will show I did. also when I called tonight, the first lady I spoke to said she managed to find the lady I spoke to last night to ask what is going on, now if there was no record of my calls how could she have known which lady I spoke to?

It seems like your call center is run by people who could not give a damn and lie to clients to save their own #. they are rude, unfriendly and have zero client relations skills what so ever. except for the lady I spoke to monday night and tuesday morning they were helpful.

I want to see my account sitting on a nil balance and don’t dare write my account off as a bad debt otherwise you will be hearing from my lawyer and I will hand you over the bccsa and cpa.

I cannot stand that I have to resort to online media and letter writing to resolve an issue which was clearly a mistake from the start from your side yet the client is being treated as the wrong person.

I expect as reply within 24 hours of my mail been sent and this issue resolved immediately.

Regards
Nicholas stephenson
Id [protected]
Cell: [protected]

On Wednesday 19 August, Channel 138 (True M) had a mini series on called 'In a Child's name', Part one of 2 parts. Last night, 20 August, the same Part 1 was on again. There is no indication as to where Part 2 is. Its annoying when you watch the first part, only to be met with the first part again the following evening in the same time slot, being 7pm! Are the guys at DSTV so stupid that they cannot see they put the same one on again? When are they going to rectify this?

I made payment for my package and I was told to pay an extra. R80 and I did. I called the call centre but I ran out of airtime while I was made to listen to songs and what to watch on dstv. I then sent your enquiries an email which I attached the proof of payment and I was told that my payment does not reflect. I dont understand how that is my problem because I made payment and I gave you proof of payment. My dstv was reconnected but today, it is off again. What is going on guys, the same thing cannot happen twice. I will not pay the dstv amount twice.please fix your things.

Multichoice box office call centre gave us an incorrect reference number to use in making a payment. Many calls and emails later we gave info of payment to multichoice. They have payment on system but just do not bother to allocate the payment to correct account. This has been 10 days now. They said they might allocate it next week only. Have been promising the same thing since we made payment. Cannot get the proper response from them. Always dealing with a different person at call centre. Supervisors refuse to take our calls.
ID nr of account holder: P D Vosloo [protected] reference number (correct) [protected]
incorrect number given by Multichoice into which payment was made is: [protected]

The facility allows you to up grade your service twice per month but down grade only once. The downgrade can only take place on the last day of the month. go figure? I upgraded my service to the full package and requested to be down graded to my original service, DSTV Select, at the end of the month. I was downgraded as discussed, but to a Northern Indian package. I then made the following phone calls in an attempt to rectify the problem.
1) 2 August total of 36 minutes on the phone, and I was told the service would be restored at 24h00.
Nothing happened
2) 4 August total of 13 minutes on phone and assured service would be restored after about 2 hours.
Nothing happened
3) 7 August total of 11 minutes on the phone. Again I was assured service would be restored by the following day.
Nothing happened
4) 8 August total of 14 minutes on phone. Again assured service would be restored.
Service restored back to an unwanted package?
So after over an hour on the phone and 10 days later, the provider is still not providing the desired service. The service provider has NEVER come back to me the customer. So where to next? More telephone calls? So far call centre has not been able to assist. Self service? If the well trained call centre staff ( and I mean that sincerely) cannot assist with what is obviously an operational issue how on earth will a self service centre? It is sad when a company becomes too big for their customers and no longer recognise the reason to have a service to provide.

My DSTV decoder works on and off. It will work for 15 min, then show E32 and go off. Then I normally reset from my phone or just go to channel 189 (witch by some miracle) still works! It is the only channel that works. After a minute of being on channel 189, I can go back to my normal channel and continue for 15min before E32 shows up again. The longer I keep channel 189 on, the longer it takes for E32 to appear. I have phoned DSTV a hundred times and they just sent signal (that doesn't help). They told me to go to a multichoice near me. I went to Henberg, and when the lady heard no insurance she didn't want to help us. Did not ever test anything. I replaced my satellite dish, eye and cables, is there any one in this universe that can tell me what is wrong with my decoder?

During dstv's transmission of vsr chiefs v hurricanes on ch201 on 13 june 2015 (9.35-11.00) one of the commentators blasphemed the name of the lord twice during the three minutes I was watching (55 mins - 58 mins game time).
I strongly object to this.

Suddenly started receiving invoice for charges for DSTV explora subscription [protected]. Tried to stop service long ago and thought it had been delt with. Send them email to no avail. I was on month to month dstv explora account and tried to set up credit card but never got it working properly. Reset my password and went in to account and it shows dormant or inactive subscription but suddenly get account again. This is properly the most fraudulent and racist company in South Africa. At this point all I want done is get them to stop sending me accounts and refund the illegal money they have taken.

Nothing is happening besides the autoresponder message.

Dear DStv Customer

CASE NUMBER: 6326800

This is an automated response to let you know that we've received your email and we will respond shortly. Please take note of your case number listed above for any further queries or follow ups to your email.

Did you know that you can perform the following services via our Online and Mobile (SMS or *120*68584#) Self Service tools:

Clear Onscreen Errors (SMS Error Code + Smartcard Number to 32472**)
Get Your Account Balance (SMS 'bal' + Your Smartcard Number OR I.D Number to 31401*)
Find an installer (SMS Your Suburb Name to 32445*)
Get DCC (SMS 'DCC' to 32445*)
*SMS cost R1.00/ **SMS cost R1.50
Click on the tabs at the top for more Online Self Service options

Best wishes
The MultiChoice Enquiries team

What a greedy, selfish company! Keep closing down channels but when a new one launches, it's only for 'premium' viewers e.g channel 123 tonight at 17.30. Some folk just cannot afford R700 a month for premium channels but those same folk miss the channels that were included in their cheaper bouquet now deleted and not replaced! e.g 171. Disgusting and should be addressed, particularly for pensioners who rely on TV for company and have a limited budget!

I phoned Multichoice at the beginning of March to find out more about the DSTV Explora. I took the R799 option, which includes the Premium Package and the Decoder. I received the decoder on the 16th of March 2015 and the new decoder could only be installed on the 2nd of April 2015. The old services(XtraView) and decoder (single view) was disconnected on the 2nd of April 2015 and the new services and decoder on the same day. About 20h00 that evening, the 2nd of April 2015, my account was debited with R1605.94. I reversed the transaction and then made an eft payment of R799. When I phoned in a consultant informed that as soon as I received the decoder they start billing. So I have to pay the amount R1605.94. In the mean time not one consultant could help me right. No one returns my calls, rather DSTV suspended services. To pay for something I didn't have is very unfair.

I have been struggling since october 2014 to resolve this issue. Multichoice just keeps on neglecting to resolve my account reflecting arrears. I have send the proof of payments several times, made phone calls several times but nothing is being done. Multichoice keep on debiting large amounts from my Bank account and as soon as I reverse the amount my Account gets suspended. I am frustrated with this poor service. I have a lot of case numbers but thats where it stays. Please help!

I made a call to dstv call centre in Nov 2014 requesting cancelation of a smartcard. Followd up re cancelation in january 2015 stil not cancelled. Followd thru again in March 2015 stil not canceld. In the interim I am paying for a service I do not utilise only because consultants do not do their jobs. To date I am stil waiting for cancellation and refund of my monies since october 2014. Not to mention consultants answering the phones are so full of attitude, to say the least.

Dstv needs to refund us for the numerous months they have double debited my account and all the extra charges they decided to debit just because they want extra money and find it ok to ***** from customers. If my account is not credited today and my dstv switched back on today still I will have my article exposing dstv published in the newspaper and every possible form of media as I'm sick of companies that think they have the power to rob their clients and get away with it.

I WANT A MANAGER TO CONTACT ME AND SORT THIS OUT TODAY! MY cell [protected]

Failure to comply to this will result in exposing multi choice to fullest extent!

I am totally dissatisfied with the multichoice call centre. My account has been suspended on the the 30th of the month and my salary date is the 31st of the month, the consultant refused to assist with this matter and just said that we must pay before reconnected, how must I pay if I haven't received my salary yet, furthermore according to my knowledge you have until the 7th of the month to pay anything. I feel that being disconnected and that after phoning the call centre and not getting any assistance with regards to the problem, this is really uncalled for, unprofessional and just plain not fair

Last month my DSTV account was disconnected. I called the service center and I was told it was due to outstanding amount of since Dec 2013. The consultant connected the account and told me that I must pay the outstanding amount.

In the new month I downgraded my account to R185.00. I paid the amount indicated by the consultant. The next morning my account was disconnected again! My wife called the call center (Spoke to Raymond - Ref : [protected] - I think in my opinion, it's time to ask to speak to a manager. This is not the first time this happened. The consultant is also surprised that the person we deal with each month, could not see that according to their system, an amount is outstanding (according to him from Dec13) as N1 City is the major CT division and they have full access to all the details. He didn't want to re-connect the service now as we will be charged a re-connection fee but if they can resolve it at N1 City, then they can reverse the charge as clearly he also admitted it's not our fault as their staff are suppose to give us the correct amount due when we ask what is due when we pay them there. It's not as if we are paying the incorrect amount via EFT etc) and was told I owe them R209.73 and they will not connect my dstv unless the amount is paid.

I went to the N1 City offices. I spoke to a consultant and I explained my situation. The looked on the system and said that I owe them ONLY R25.00 for the insurance was not added when I paid. I told her to please double check. She chatted to a supervisor and the connection fee was reversed and I paid ONLY the R25.00 (on Friday - Ref : [protected]). Sunday morning I saw an envelope on the screen "please R24.95 and connection fee) I ignored the message because I already paid the R25.00 and the reconnection fee was reversed.

As we came home the evening my dstv was disconnected again. I called the call center and insisted that a team leader or manager please call me. I spoke to Blessing which took my contact details at 20h13 and it is now 21H45 and I still had no call from multichoice. I must now waste time and petrol again to go and sort it out.

The service of multichoice is so pathetic... I know that they don't give a damn about customer service otherwise they would have called me. I wish that there is a competitor company so that multichoice loose all the clients...

I was notified by Multichoice 6 months ago that I had a credit on my account of R487.63. I moved to the UK 5 years ago and closed this account in June 2009. I have been sending numerous e-mails regarding getting this refund paid into my local South African ABSA which has been active since 1986 & is still used for local insurance, rent deposits for my property in Cape Town etc. Every time I enquire about the refund I'm told by a different person every time that either ABSA is not a South African bank ? or my account is not a South African account. I think there is some sort of fiddle going on here and my money may have routed to someones back pocket.

My account number was [protected]

Hopefully you can assist in this matter.

Regards
Mervyn Ferguson

Even after payment my monthly subscription, my service has been suspended. I was told that I owe R171 for not notifying them that I will be activating my account. Multichoice keeps ripping me off all the time. There's always additional costs that no one can explain! making money out of us! Multichoice must have serious competition soon! YOU ARE THE WORST! AND YOU ARE A RIP OFF! I am a very unhappy customer. I am one of your loyal customers who always pays on time! and this is what i get! service suspended after payment my monthly subscription plus the R177 that no one can explain. Call centre is useless as they make you hold for longer than 20minutes only to waste your time again