MultiChoice Africa / DSTV
Reviews and Complaints

The end of november 2021 I received a call from dstv (multi choice) regarding an upgrade of my dstv extra view decoder to the latest dstv ultra decoder.
The sale was finalized via a dstv representative, telephonically and approved.
Up to date (27-01-2022) the new decoder has not been delivered or installed. No follow up from dstv`s side what so ever. I have been paying for two months now via debit order for the new ultra decoder I did not even receive.
For the past two months I have been phoning the dstv call centre in durban over 20 times and was told everytime the problem has been "escalated". No follow up report was received to date.
I had to find out myself who the courier service and tracking number was that had to deliver the new decoder to queenstown and who the accredited dstv installer was they appointed to do the installation at my house.
I obtained all info regarding the courier - to when and where parcel was delivered to. Who received the parcel with all contact detail and their address.
The parcel was received by the installer in queenstown on 03-12-2021. On 23-12-2021 I went to the delivery address provided of the installer, only to find that the address does not belong to a dstv installer company. I phoned the cell number of the person who received the parcel only to be informed that their offices are up the road and not at the given address provided to dstv.
There are no insignia signs or branded shop name or number outside the office to indicate that it is a dstv accredited installer. The office has no other furniture than one chair and a desk inside and the office make out as part of a corner 6 x 8 metre office section of a closed down shop. I spoke to the office lady there and she informed me that it was a gentleman from gauteng's business that she only manages for him in queenstown. I inquired regarding my new decoder and she said that they have not received the parcel yet. I showed her that she signed for the parcel on the 3 rd of december 2021 with her contact details on the waybill. She went to a stack of courier bag lying behind her where she found my decoder courier sealed package. She explained that she was waiting for dstv head office to send them my address to do the installation. I left my address and contact details and it was arranged that they would come to do the installation on sunday 26-12-2021. They never showed up. I tried numerous occasions to follow up by calling the contact centre and try getting hold of the installer.
The 14 th of january 2022 my wife visited the installers offices in queenstown and she was informed that the owner of the shop had a death in the family and would only attend to us the following week. Later the day I contacted dstv call centre and got feedback via email-with ref-[protected] that "someone" cancelled my installation on the 3rd of january 2022?

I phoned dstv call centre durban again and got the same old story that the query has been escalated and we would get feedback soon.

I have tried to resolve the matter and do not know what more to do.
According to me, dstv multi choice has contracted incompetent person to do their installations in the area as there is an accredited installer in queenstown doing the installation for years.

L.P. De klerk
Cell: [protected]
[protected]@gmail.com
Dated: 27/01/2022

please explain as call centre 5 can not give me an answer
I de activated home and activated holiday home on the 18th December 2021
Due to cable connection i de activated the Holiday Home
on the 20th December 2021
I activated my home on the 10th January 2022. received my balance as R941.00 called and it was escalated i have called so many times the last one said i can't de activate
I therefore need an explanation how i'm charged for decoders that are not active
I have now downgraded and thinking of cancelling totally
thank you Multi Choice

I am disgusted with how you treat your customers!

I claimed a reward for a free upgrade to premium and in turn you billed my account for a premium service and afterwards you disconnected my subscription.

I have contacted your call centre 4 times today, I was also given a number to contact your rewards call centre who told me this is an issue that you have to sort out.

I have been in touch with your social media team but still now my account has been reconnected.

I am currently not getting the service I paid due to your incompetence. This is utterly disgusting to say the least!

I was also promised that a superior will contact me and I am still waiting.
Customer number [protected]

Good day

Im really at a boiling point right now

Date of 1st incident 31st December
[protected] client number

Please get a superior to contact me your department is charging me connection fees and amounts that i do not know where they coming from every second day i call the customer care line for my incident to be escalated with no success

this is fraud and i will not accept to be defrauded by multichoice where I have been a loyal customer for years

The most inefficient and disgraceful Company to deal with in the World

I recently changed from one Bank to another. I attempted to notify MultiChoice about this six weeks before the changes to my Direct Debit were due to become effective. Six weeks was clearly not enough and I don't believe the Company will ever get their act together.

I'm already envisaging what will happen to my account when my instructions, which have been totally ignored, will prevent the payment from being processed. This prospect is enough to fill me with untenable desperation and futility, even at this early stage.

The people I have dealt with have the will to help, but the execution is simply non-existent and there is absolutely NO follow through.

I have made 19x telephone calls to various people in the so-called Customer Service Call Centre and on each occasion I asked to speak to someone who dealt specifically with Direct Debits. The call was eventually answered after waiting for up to 20x minutes and sometimes even longer.

Within minutes, the person transferred me to lsomeone else and the process started all over again. Each call lasted an average of 35x minutes. I obtained this information from the data information displayed on my cell phone. I have literally wasted days of my life and have suffered more than a lifetime of intense aggravation and desperation.

I have written 14x emails using various email address associated with Payments at MultiChoice. This too has been a frustrating, tedious and pointless ordeal. The email address initially used is: [protected]@dstv.com and the person I have communicated with a lot of the time is Nonhlanhla Khoza. There is nothing whatsoever "Fresh" about this hopeless service.

I was eventually given another email address from a person named Amanda, supposedly in the department associated specifically with the processing and amending of Debit orders: [protected]@multichoice.co.za - well, what can I say … just another waste of time as all the email was returned to me. 

It is nothing short of a disgrace that a Company of this size be allowed to exist. Perhaps they have so many subscribers they really could not care less wether they respond to Customer Enquiries or not.

This has been an extremely aggravating exhausting ordeal and the epitome of precisely what Companies should not do with your Customers.

Shame on you MultiChoice and DSTV.

Concentrate on providing your employees with adequate training so as to enable them to attend to your lifeblood, your Customers. Goodness knows you have the means to do this, but it is blatantly apparent that you have chosen to completely ignore the problem

My entire experience of your "attempted" Customer Service scores a big, fat ZERO.

I purchased a explora ultra online ORDER NO [protected] in Dec
I have phoned first week in Jan they said it was at the carriers. I phoned 2nd week in Jan then they said it is on its way it will arrive this week.
Its the end of the month and I'm still waiting for delivery but DSTV got there money.

I need the decoder to be delivered or my money refunded

Never went a whole month not paying dstv for theirs services at time I'm late with pay
I do pay all due amount
Last payment due was on the 5th of January got a email to say next payment due on the 28th of January
However 14 later subscription blocked
When and there is bill of R767 due
When I ask for when being told for September and October 2021 when I ask why only brings it to my attention now
No accuracy answers only things they say system says so
You can short pay theirs services fee with 2 cent no services will be reconnected why I was Given services for two months on credit it's not dstv

I pay my dstv account each and every month for the past 15 years, but now all off a sudden my dstv got cut off because apparently I did not made payment. My account is R590 per month that is the amount I'm paying each month.
Now they need to find my payments on the system.
I want to report some fraud as a result of this

I was conned and lied to about doing a upgrade. Ever since I did the upgrade I have had endless issues with my account. I have dealt with multi choice over the past 9 years never have I experienced such pathetic service, they continue to disconnect my survive due to your incompetent billing system, and trying to get this sorted out with your inadequate trained consultants is even worse. I have tried no less than 4 times to get hold of a so called manager, (even worse than your consultants) couldn't be bothered to come to the phone... Promised to call me back never did a certain mr machete... How do you employ managers of this caliber? To make matters worse I had a power outage that damaged my decoder, I took it into that awful place only to be told I have to pay r 700.00 to exchange it, after I had numerous calls from your call center I presume asking to ensure my decoder... Obviously this was not done... Another pathetic department. Get your ceo to call me, hopefully he is more efficient and will help sort out the problem. Sadly gone are the days when dstv was much smaller and then offered you a excellent and prompt service. Today they to big with no opposition to worry about customer complaints, it all about the money, and how many more customer they can get to join. This has gone to hello peter and every other social media I could report on.

Good day

I received da call about an upgrade on the 5/11/2021 contact [protected] we didn't finish the conversation. On the same day I tried calling back to cancel the subscription the lady at accounts said she will action it. I called again this week seeing my account has 3 decoders 2 active ant one that I cancelled loaded to be activated they said they will fix it. The installer called I told him that's cancelled REF [protected]-i268 spoke to lebo. Today I was checking my account it says I owe R2328.94. Whatis this for cos I cancelled on the first day? I called again ref [protected]-i281

customer no [protected]

Please fix my account put it on cash no debit orders and on a negative credit balance it was.

I checked my score on Credit Score and it shows that 3 accounts were added for DPP DECODER PAYMENT PLAN. I don't even know what that is and it shows balances of R 2630.00 R 1782.00 and R 1260.00. What is that for because this is messing up my credit score and I cannot take any loan and do any credit as I don't know where this coming from, I need Multichoice to remove me as I dont owe this money

I just need a reply this to be resolve

Rizia Knoetze
09:37 (1 hour ago)
to info

Hi I am Christopher [protected]
I have been waiting for my price lock package to be delivered for over a week now. Constantly calling to find out

Then I found out you guys had the wrong delivery address and contact number which I did correct with DSTV on numerous messages on facebook

Last night I was told that they new address was given to on the dot couriers for delivery today
Following the link I was given it shows the package was delivered yesterday

I will; not pay for something I did not receive
If it is not sorted out today I would like to cancel the package and I will be cancelling my current package too

I would like this sorted out today or goodbye DSTV and I will take it up further legally if I do not receive my package today and my account gets debited

Hi there

On 30 November 2021 I signed up for a new Price-lock explora,
I have to date not heard anything, about installation, and have not received the explora.

I have phoned in several times to DSTV, but all they do is escalate and nothing is happening. How do I go about finding out when I will receive my new Explora

Regards
Mrs PL Bilbrough

Good morning,

I am so frustrated with the service I have had from multichoice. Yet again another empty promise from you guys, as per our telephone conversation on the 5th of January you said someone was going to contact me within 48 hours, we waited and waited never mind the fact that we've been waiting since the 23rd of December last year☹

Can you please cancel this contract immediately as I'm tired of your lies and the worst experience I have had thus far? I will only reconsider this if an installer can come to my house today.

I paid R600 rands subscription for January 2022 at the end of December 2021. First week of January 2022 I received numerous messages that my service has been blocked due to non payment. I payed a further R530 in that week, I struggled to have my service reopened. After numerous calls I was told that both payments do not reflect on the system. I emailed the proof of payment numerous times. I kept calling until someone answered and made me to hold the call whilst they check. After about 20 minutes I was told that it is now fixed. No explanation was provided as to the two payments I've made. In the second week of January 2022, the service is closed again with the same reason that I did not pay. If the payment policy has changed, dstv needs to let us know that subscriptions are now paid weekly. This is the worst service I've ever come across. The next move, one will find their name at the credit bureau as a non payer. Is this a well orchestrated system? I can't be paying every week for a dstv subscription. Is there a competitor out there? I need to completely unsubscribe from this monopolistic cheating dstv. INCOMPETENT or CHEATING?

On 23 desember dstv wifi contacted me and did a credit check ect, I was apporved. They told me that my wifi will be delivered within 5 days.

2 days ago I phoned and a lady told me there isn't anything active, the next lady told me I should go to the nearest walk in centre (keep in mind I am 38 weeks pregant) I told the lady so I am going to drive all the way there just to be told that isnt how it works, no no they will give the wifi to you (guess what they said that it isnt how it works and the dont have the wifi). Okay so the next excuse was my application is pending and now the newest is it wasn't approved.

I have sended emails, I have spoken to 6 different persons.

And the most recent update was they tried to call me twice today and my phone was off, the only person that phoned me from dstv today was a consultant that wanted me to take a deal for a new exolora pvr decoder. I am so tired of dstv dishonesty.

And yesterday I was promised that I will receive the voice recordings and a manager will phone me. I dont think I even need to ask you if you think they did do that 😂
No response and no help!

We paid our dstv on the 15th december, on the 2nd January it was disconnected. We called the agents the 1st told me they made a mistake I must pay R50 for reconnection which we did, time went by we called again the 2nd lady said we must pay R120 and she dropped a call the 3rd lady told us that we R420 from yesterday until the 20 January which it doesn't make sense to me. I would like to know how are we billed? I can't pay twice a month that's not fair. My customer number is [protected] my name is Thabo Petros Mosia and my ID number [protected]

Phoned 4 times on 1 day
Customer care agent 1 put me on hold for 25min then I ended the call
Customer care agent 2 put me on hold for 24 min then I ended the call
Customer care agent 3 I could not hear and asked her to phone me back as I dont want to call again and hold on for 25 min... She did not
Customer care agent 4 I asked to speak to a supervisor or manager as no one wants to help me... Holding already for 20 min

The service really sucks and I understand completely why people are cancelling there subscribtion with dstv

Dear DSTV,

I have done as advised but it did not work. I also call your contact centre on [protected] and I was advised to visit your office at Ikorodu physically with the Decoder.

- I have a damaged decoder [protected] which had been swapped at one of your offices at Ikeja to a new decoder [protected] which I am currently using
- I made payment on 18-Dec-2021 and another payment on 22-Dec-2021
- When I spoke with your agent via email and phone call I was made to know that another unknown smartcard number [protected] is mapped to my profile. Please kindly note that [protected] is a Rogue account mapped to my profile as I never have any additional Decoder and have never assisted anyone to buy or register another decoder.
- I could see from MyDSTV mobile apps Transaction history that another payment was done on 27-Dec-2021. PLEASE Note that I am not the one that made the payment on 27-Dec-2021 but I am rather suspecting the owner of the Rogue account as the person that made the payment.

Please can you kindly unlink the rogue account from my profile to allow me enjoy the service that I have paid for?

I am attaching my valid ID card to this email as a proof to validate my ownership of the account [protected] and I can also be reached on my registered mobile number [protected] in case you have security questions for me.

It is so worried that DSTV mapped an unknown account to my profile and making me to be undergoing this avoidable stress over the last two weeks that I have been speaking to the contact center agents via email and phone calls on daily basis. Does this mean that DSTV don't conduct KYC for their customers before proceeding to merge a new account with a previously existing account?

My bill is still not correct. I am a 70 year old and have been personally to the Durban Call center to have this rectified. The staff on the ground also see the errors but it is the background people who keep making errors.

1. I keep getting Show max charged to my account -- even though I have not requested it and have asked for it to be removed.
2. I applied for a funeral policy but I have been loaded and billed for two repeatedly even though I have been in to have this corrected.
3. I cannot see my current bill. The "December" bill is actually November usage, so I cannot verify what I am being billed for.
4. Your Chat and WhatsApp communication systems are only in response to specific issues that do not include my issue.
5. Your telephonic agents take very very long to answer or cannot assist. I need to pay but I was told what I need to pay but what's on the system does not correlate nor make sense.
I am Mrs. R Nulliah account no [protected]; "[protected]@gmail.com"
Thank you.