MultiChoice Africa / DSTV
Reviews and Complaints

DStv deducts randomly more than the transaction statement amount from my debit order.

The complaint was numerously made, by calling customer services and sending emails but it was either ignored or I received responses that do not address my complaint. No reason or solution or refund was given to me.

My complaint:

From: Elizabeth Erlank

Sent: Monday, 14 February 2022, 18:45

To: [protected]@multichoice.co.za; [protected]@dstv.com; [protected]@multichoice.co.za; [protected]@multichoice.co.za; 'FreshDesk Notification email'

Cc: 'Elizabeth Erlank'

Subject: Case reference: [protected] - I189 and I 192 for EC Erlank [protected] SC [protected] 535

Good day,

It is unfortunate that I must convey my frustrations with the services of DSTV / Multichoice.

After many attempts to get the matter resolved, I was told today by the customer agent taking another call of mine that all staff queries must be in writing

The attached email and reference numbers listed above have references.

In short, the query is as follows:

Since December 2021 in random months, additional amounts are going through on my debit order (see detail in the email attached hereto) – in all this time the reason for these amounts could not be explained to me, I am a pensioner and therefore not allowed to have child accounts, so that cannot be the reason, I am not paying anybody’s DSTV on their behalf and I have only one decoder in use (even though two is listed on my account statement), according to my statement my DSTV Fees is R 632.00 but over and above these amounts a total of R 5 326.47 was randomly deducted from my account from December 2021 till December 2022.

I had the battle to cancel the additional decoder & insurance from my account – on MyDStv I cancelled the insurance today but was not successful to get Decoder P [protected] deactivated.

My expectation is that I will get acknowledgement of this email from whoever will deal with this matter with a timeline on when I will have the money, unlawfully taken from me, in my account and secondly have the unused decoder deactivated and removed from my statement.

Your assistance in this matter is appreciated.

Regards

Elizabeth Erlank

The latest response from Specialistactivation:

ENQUIRY REFERENCE NUMBER : [protected]

Dear Customer

Thank you for contacting Billing and Collection

We regret to learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.

Please see attached transaction statement, we have debited 632.61 since November 2021 and consistently done so. Kindly be advised that decoder P4006 56464 is disconnected and had no extra billing. You may manage your account by downloading the Dstv now app by clicking on the following link :https://now.dstv.com/

Regards

Siphosihle Mhlongo

Billing Escalations

I received an email from dstv stating that I can reconnect to dstv compact plus at only r350 om for 3 months plus they will write off all arrears and reconnection fees. Upon receiving this email I pid the r350 only for them to tell me that I need to pay an additional r189. I then refused o pay the additional amount because it is not stated anywhere on the email or on the ts and cs that I will have to pay an additional amount

After spending an hour on the phone the matter was then escalated to the accounts department who was meant to contact me in 24 hours. And of course they didnt bother getting back to me so I had to call again after waiting for them to give me a call for two days.

When I called I was told they need to escalate the matter againand after 24 hours I was told that my services were reconnected. Everymorning sinc they reconnected my services I get an sms saying my account is in arrears and I need to pay so that I can get reconnected again.

I am tired of having to explain the same thing over and over again to the consultants. It doesnt even seem like they are aware of the cmpaign that is being run by their own company. They refuse to help me thy just say I should pay the amountb

We pay subscription fees monthly to enjoy TV programmes.

Is going up again!

Yet, we have to contend with the reglar repeat of programmes.

Is this value for money? I think it is highway robbery.

Please can you improve the situation to not repeat programmes regularly.

Customer number: [protected]

I started the Compact Ultra Installed Special Deal Discount contract in September 2021.

I was paying the agreed premium of R478.

In December 2021 and January 2022 I was billed R548.

I have called the customer contact number numerous times and spoken to a manager by the name of Clive and still have not been assisted.

I had joined the contract during a special and expect DSTV to honour the amount we agreed on.

I need my premium corrected to the amount I agreed on the contract which is R478.

Morning,

Why do I have no more access to DSTV Channels I used to have access to?

Some just disappear!

Are you as an Organisation as DSTV-Multichoice also busy but slowly cannot provide full services anymore.

Customer number: [protected]

I had 3 decoders with all Extra View connection,

2 off Explora

1 off Explora 2

All the above was struck my lightening I took the Explora and Explora 2 to Randburg Call Centre they replaced it with 2 off Explora 3A and queried as to why am I not being upgraded with one Explora 3A and one Explora Ultra. The Explora 3A replaces the Explora and the Explora 2 should replace with the Explorar Ultra. I also notice the inconsistence of Randburg Service because the customer before me had the Explora 1 replaced with the Explora Ultra. When I queried with the Consultant assisting me as to whys does Randburg offer different services from different consultant.

I was told to accept what they offering or keep my damaged items and that I would have to get a installer
to connect my new decoders and the installer cost is for my own account. I took the 2 off Explora 3A very
disappointed with DSTV Service to their customer. I took the 3rd Explora to Mal of the South as mu nephew told me that he received excellent service form Mall of the South and they upgrade his Explora 1 with the new Explora Ultra and it also came with an Installation voucher.

On the Saturday 12 Feb 2022 I took my 3rd damaged Decoder to Mall of the South hoping to get a better service and all to find out that I was totally wrong as all these consultants be it at Mondoer, Mall of the South or Randburg provides a service depending on the how they feel on that day. The most arrogant consultant assisted me and he replaced my 3rd Decoder with an Explora 3A and wouldn’t think of the Explora Ultra. According to the Consultant, the store he works only issue the Explora Ultra with a Explora Ultra. This is such a lie because my nephew a week prior got upgraded from Explora 1 to Explora Ultra at the Mall of the South.

Then the Consultant removed the remote the box and told me that his store removes the new remote on swap outs and that we must use old decoder remote. Again another lie because this store did not remove the remote from my nephew’s upgraded box.

It shows that DSTV and their Service Providers do not have common process to follow with the customer.

Each Service Provider process differ from store to store and within each store in a inconsistence from day to day

Regards

Mahomed

[protected]

I have compact subscription with an extraview.

On the 8th February 2022 my extraview showed E143 notification please note there was no changes nor tampering with connections I then called customer service and went through the troubleshooting with the agent via telephone however still no connection they then told me to please take both units to multichoice I then went to multichoice on the 9th February 2020 and told me that one of the decoders needs to be replaced which we purchased a new HD decoder the agent set it up on his side when I got home connected the unit still showed the same thing E143 phoned again went through restarting and resting decoders extraview worked for 3min and off again to E143 I then called again this is now R600 airtime down the drain the agent tells me there is an technical error on their side and there is 2 packages on my name this causing problems with connection and to rather cancel the 1 which I did they then forwarded my call to the technical department to activate my extraview worked for 3min and went back to E143 notification I then called again and the agent sent a link to extraview only works for a time then I called again spending R850 airtime and the agent tells me to call a installer I told her no ways I'm paying for installer due to this being a technical error on MULTICHOICE side.

Calling everyday for the same issue with no solution nor proper troubleshooting no proper action its now Sunday 13th Feb 2022 called again this morning and had to wait online for 25Min agent not knowing what the problem is.

I want this matter sorted out ASAP I'm paying every month DSTV and not getting the service I need and want and if this continues like this I will be canceling my DSTV subscription.

I have lost over R850 chatting to agents that are not trained properly and paying over R500 a month they are wasting time and money and it's frustrating and upsetting.

To much gambling and alcohol advertisements non stop on DSTV premier league games.

I love watching the premier league but the amount of advertising glorifying gambling and alcohol is very depressing. I have a young son and always switch of during half time.

Surely this will impact our youth in South Africa . We need to be more responsible. Enough is enough and I have decided to cancel my subscription.

I was watching "love, honor, BETRAYAL". It was playing the same thing we watched before the break, cutting people off when it goes for an advert, when it comes back it starts from the beginning and playing the same thing over and over again.

I watched it through because I wanted to see how it will end because of these repeats, when it was 21:50 for it to end it was cut while it was still repeating what we watched over and over; and the next show started.

Good day Mr Mawela

I trust that you are well.

We just received a sms regarding our DSTV account that is not up to date.

I have made several calls and spoke to Confidence on the 4th of February and explained the whole situation to her. She then said she will reconcile the account and send us an email as there is a credit on the account and then mail it to Mr Orchard's email address which I spelled out to her. Up to date we haven't had one single email from her.

On Sunday night when we switched the TV on the DSTV was off yet again. I phoned the call centre and I spoke to Zanele Kumalo and again I explained the whole situation to her. She promised me she will contact me on Monday but up to date no phone call from her either.

Last year on the 10th of December 2021 @ 21h05 I spoke to a gentle man to ask him to deactivate the decoder in Johannesburg ( x3 Explora DSTV decoders) and active the holiday home decoder from midnight the 11th of December as we are going down to our holiday home.

On the 3rd of January 2022 @ 12h27 I made another call to the DSTV contact centre and asked them to activate the decoders in Johannesburg as we are on our way home from our holiday home. I also asked that they need to keep the holiday home active till the 14th of January midnight as we have holiday guests and they check out on the 14th of January.

On the 7th of January at 11h55 I phoned the DSTV contact centre again to deactivate the holiday decoder as the guests left earlier.

On the 28th of December Mr Orchard paid R1 500 for the DSTV and on the 28th of January Mr Orchard paid R 1 039.

We keep on receiving messages that he needs to pay R 403.84 to keep watching.

What is going on in this organization ?

I spend hours on the phone with my airtime just to get no feedback from any of the consultants. Will I get re-imbursed for all the airtime I use to phone the Contact Centre constantly?

If there is a credit of R403 on the system as per Zanele why does he need to pay more? Why is his service switched off?

Please can someone help us to sort out this account. We have constant problems with our account and this is not the first time that I need to write to the CEO to get things sorted out.

Details

Mr R C Orchard

[protected]

Ref number on your sms Ref 9746200

It feels like the call centre staff just don't have the ability to attend to a problem.

Looking forward to hear from you,

Regards

Madeleine Alberts

In November 2021, I had signed up on the Black Friday deal which is R849 for the premium bouquet which includes a new decoder, installation and access fee. They had installed the new decoder and dish in January and today when I checked the app to see my next debit amount, I see that it’s R934. Upon enquiring, the consultant is not aware that I am on the Black Friday Pricelock. I am having endless issues with their billing department.

I have taken the dstv internet special @ R499 in December our salaries came in earlier and I tried contacting Dstv to alert them about the debit that wont be end of December but earlier. I couldnt get through. Nonetheless my account was paid which the amount didnt make sense. I paid R880 then there was a deduction of R329 later. Today I was made aware that I'm owing R1357

The biggest mistake ever was to take this contract with you. I was never told that i will fock up R1357. My name is listed on clear score saying i'm owing dstv that amount? I need someone to explain to me what am i owing and why am i owing that amount. I have heard a lot of people complain about DSTV and i blindly got in a contract wih you guys. I want out of this contract as i'm not happy with how you handle things. I was fine without this internet contract you hardly explain how the heck it works. My account number [protected]. Does one pay the internet and Dstv separate?

Good evening

My husband pasted away on the 21 January 2021. Since than we (my daughter and myself) try to change ownership to my name without any help. My daughter send in the form with all the necessary details on in Febr. After that I have send how many emails and it is still in my late husbands name.

Hi am lebogang my decoder is off since last week so can u help and re connect it coz it can reboot its self after the Eskom problem please my id is [protected]

On the 13th of January I called in the DSTV customer care reporting that my services have been disconnect but I just made payment on the 08th of January. The consultant told me that I had upgraded the services to premium so i need to make payment of R570something. I told her that i did not do any upgrade- and this account it is in my name but actually paying for my grandma who stays alone. She insisted still that I had done the upgrade and i told her that it does not make sense that I pay for my access package on Saturday then do an upgrade to Premium! not even compact maybe? i went on twitter and reported this again through @DSTVCARE, and i sent them proof that I did not use any self service platforms on the 10th as they say that is when "I did the upgrade"? They then told me the matter has been escalated and I will be contacted. I then had to do a follow up since no one had contacted me still. also sent an email to [protected]@dstv.com and they told me my account has been handed over to fraud department. but no one still bothered to inform me and I still continued to communicate with [protected]@dstv.com, they told me to make payment of R226 and they will re-connect my services and have been down graded but still that did not happen. Then one of your consultants called me, her name Nokuthula Buthelezi and accused me of being involved in fraud and said i know i am involved in fraud and i told her if i had been involved and aware of such i would have not bothered reporting my issues with DSTV? Her manner was rude and unfriendly and told me to pay another R69.70 for my services to be reconnected. all payments were made, last payment of the R69.70 on the 2nd February- but still no services and no feedback on DSTV

Bonakele Nkosi

[protected]

I noticed that my account was overcharged on the 28th when my payment was due. I contacted dstv on live chat the following day and a consultant promised to correct the error and that within 48 hours my problem would be resolved. She also advised me on the correct amount that was due and insisted that I pay without delay. I made a payment on the 30th January.

My service has been suspended since then , the erroneous amount has not been cleared and I have no access whatsoever to the service I paid for. This has been longer than the 48hours I was given.

It with great disappointment to note that Dstv has removed Big Brother channel 198 from the Access Bouquet.

The worse part that you have done is that you have sent an sms enticing the Access clients saying if you want to continue viewing Big Brother click the link. On clicking the link it goes to a promotion to upgrade. This whole thing shows how greedy Dstv as company is.

I am very upset and would be taking this up with Icasa.

The watsapp service and the dstv app and the customer call service are all useless. I phone the customer service in Port Elizabeth, hold on for 11 minutes and my call gets dropped. If you want to change packages it does not allow you/ or it process the downgrade and when you go back to check it still shows the package you were on. service gets suspended because the system does not update no matter what you do. I phoned just now and phoned on Monday to change packages because my cutoff dat is the 02 of every month. still nothing has changed.

On the 02 Feb 22 I have checked my DSTV balance via WhatsApp as I normally do, then it showed me that I need to pay R134.00 then went to pay but to my surprise when I got home few channels we open and others blocked. I then called to Multichoice the consultant told me that somebody changed my package same day but what I did I just checked for my balance as I would always do and when I asked why are the other channels blocked because it's their system that was faulty she put me on hold and left me there till I hanged up.

Then went to a WhatsApp they couldn't help as well, I really don't understand why do I suppose to struggle because of their negligent and incompetent I'm now told to pay R380 to be able to get all my channels back they not even care about what had transpired I'm not happy

Acc no : [protected], We are given a reward to be upgraded to Premium pkg from the 15/01/22 to 15/02/22 but i have been billed for this. i have called on 02/02/22 and the lady assured me that they will remove the additional billing which they didnt, then i called on the 03/03/22 at 11.15am and held on the line for 20mins speaking to Nendy Gumede, my god she was totally useless, she didnt even know what i am talking about, i would be surprised if she remember that she works for DSTV, she was no help what so ever. Please resolve this issue immediately, as i have stopped all debits and will have DSTV disconnects aswell. This is sickening,