MultiChoice Africa / DSTV
Reviews and Complaints

Good day
My name is Mr SIYABULELA LEON PUPULU ID number [protected].
I am an account holder. I've using DSTV old model decoder for 8years and I just received my Explora ultra decoder 6days ago on the 24month price lock deal. The deal says it includes free installation and free access fee. I haven't been able to use my PVR function since I got it and when I contact multichoice they said I should pay the access fee of R105 but then I told them the deal said free access fee, then they said Its because my old model decoder is still active and now I should pay R236. I told them the agent that helped me on the telephone during the deal said I should just ask the installer to contact multichoice to deactivate my old model decoder and there won't be any additional fees. The installer called them in front on to deactivate my old model decoder but they never did. They say they are both active. I said it's inside the box in my garage where I keep un useful things. Then the lady said she just deactivate the old model decoder and I must just pay R31.50
Now asking why should a customer (me) should pay for their simple mistake? Cause if they had deactivate the old decoder 6days ago where we asked to, I would had to pay anything.
Now their simple mistake is costing me money and on top I'm not getting any services. Services which was promised.

I am having a problem with the customer service on the DSTV they are sending me from pillar to post with no help I tried to explain my problem them, they just say my problem will be solved in 15 minutes, they put me on hold for more than 10 minutes. my problem is I want them to pair my decoder to my smart card only, but still. I have spent a lot of airtime more than R200 trying to get help from them, as if as I'm not paying. I have a problem with my extra view decoder I went to the shop and now they gave me a new decoder with my old smart card they don't want to pair it I don't know why please help me it's been 3 days now.

We have been allocated the incorrect points for about 3 months now. I have been in contact with the Twitter team as well as the complaints team with no resolution. My issue has been escalated since July 25, 2021 and I still have no answers. No one can give me a correct calculation and when they do, I get different versions of the make up of my points. We have lost out on a lot of stuff we could have been participating in since then, and the teams are struggling to give satisfactory information regarding my issue.

ENQUIRY REFERENCE NUMBER : [protected]
Dear Mr M Mbethe

Thank you for contacting us.

Please be advised that decoder H000025846 - [protected] has been removed from the Xtra-view network as per your request.

Regards
Pule Klas Modila
Technical Escalations
On Fri, 8 Oct at 6:13 AM, Musa.mbethe wrote:
Hi Xtraview

Please assist in Canceling my Xtraview on decoder [protected] and remove from my debit order, it does not work.

Please confirm cancelation

Regards,

Sent from my Galaxy

-------- Original message --------
From: "musa.mbethe"
Date: 2021/10/05 18:57 (GMT+02:00)
To: Xtraview Callbacks
Cc: [protected]@dstv.com
Subject: RE: Email Received - [EXTERNAL] [protected] Compact Package - Ref [protected]

Hi Xtraview

Please find attached Proof of Payment for the Installer call out as per the agents request, I was informed this would allow the issue to be escalated by DSTV to send out their own repair man to verify and rectify the issue.

This is an issue that has lasted and inconvenienced me for over two weeks from the 18th September 2021 to date, I regrettably signed up for a telephonic Price Lock Promotion is when the problem started and has personally cost me R1350 to have an issue resolves initially instituted by DSTV still not resolved.

The XtraView agent called me back trying to resolve my connection error problem of E143 on my XtraView Smartcard [protected], he checked everything remotely and advised that if I had called out an Installer to attach POP and the issue would be escalated.

DStv: Your amount to pay is R533.02. To pay: payat.io/dstv/[protected] or WhatsApp Hi to [protected] to manage your account. Enjoy your viewing.

Sent from my Galaxy

-------- Original message --------
From: Xtraview Callbacks
Date: 2021/10/02 15:56 (GMT+02:00)
To: "Musa.mbethe"
Subject: Email Received - [EXTERNAL] [protected] Compact Package - Ref [protected]

AUTO RESPONSE
Hi there,

Thanks for getting in touch with the DStv Customer Care Team. We're here to help with all technical queries related to XtraView. Your query has been logged and your reference number is [protected]. We'll get back to you within 1 working hour.

We're available for assistance every day from 8am - 9pm (including public holidays).

If your query is not related to XtraView, please email [protected]@dstv.com.

Thank you
DStv

Query can't wait? Next time contact us in the following ways:
Self service: Dial *120*68584# on your cellphone or login to the website on www.dstv.com
Social media: Facebook or Twitter, 7am - 11pm everyday

Sent from my Galaxy

[protected]:986130

My decocer was installed yesterday. I have the premium package. Certain channels are blocked. After spending hours on the phone last night and this morning resetting the decoder etc. with the customer care service some of the channels are still blocked.

I was told now that I have to get the installer out to come and check why these channels are blocked which could be at my own cost.

Surely this is not how this works?

I am not happy at all you are over charging me and your customer service people are not well trained since they cant help me at all, they are promising me to get one of their team leaders to call me back but I never get any calls from them. I am always calling and holding for 15 minutes hoping to speak to the team leaders that don't even care about the customers.
You will have to improve your service otherwise you will lose customers.
I have paid r1000 since I am on price log and my contract is based on paying r999 but now every month they are over charging me which is the thing that is so unfair.
They are telling me so many things that are understandable and I cant pay more since my contract say I will be paying r999 not more.
My customer number is [protected]

HI

I would like to lodge an urgent complaint about the service I receive on 02 October 2021. I have been a loyal client of DSTV for over 30 years. I have not missed a payment.

When you app came into play I would log onto the app and see what needs to pay and pay via the APP. Now my dstv cant be switched on as you are advising me that I am in arrears.

This is not possible as I pay according to the app every month - I had my dstv put off for the month of september now I want to put it back on and I cant.

I spent 4 hours on the 2nd October on the phone at my costs to try and resolve and yet I am still not sorted with my problem.

Please can somebody call me urgently on [protected]. Louise de Lange [protected]

Hi Complaints Board, I just want to lodge my absolute dissatisfaction about the South Africa dstv rugby channel 211 when the Springboks were playing against the all blacks on Saturday the 2/10/2021 at 12:00. We were watching the game until the end when the final whistle blows. Just after the final whistle this rugby channel show some advertisements and then just after that the channel switch over to other rugby, what a disgrace. What has happened to the commentators that speak for about 30 minutes after the game to give their view of the rugby match between the springboks and all blacks? Every time in the past after the springboks have played, the commentators have spoken about the game and gave their view, but not today. This is an absolute disgrace that dstv disrespect their rugby supporters. For many years I have paid my dstv premium but thinking of cancel my dstv subscription. Why is the rugby channel their, dstv can at least respect their SA rugby supporters by showing the 30 minutes of the commentators review after the match as well. What an absolute disgrace.

I have informed Dstv of the passing of my late mother in whose name the account is registered. I was told that I can not cancel the subscription, as she apparently had a contract in place with them. I have requested a copy of the said contract to which I was told it was a telephonic contract and there are no signed documents. I requested a copy of the call and was informed that they do not have access to the calls, thus not being able to supply me with a copy and that I would have to visit a multichoice branch to access the recording.
I was told that the only 2 choices I have are to keep the contract in the deceased name and keep paying the account or pay R3500 odd to get off the contract. I told the lady to get stuffed as keeping the contract in a dead person's name is called fraud, and that I did not have the contract with them and that the person they had the alleged contract/agreement with is no longer alive. They then proceeded to cut the subcription with immediate effect and told me that the decoder is now blocked until I have paid the R3500. Wich, I said it's fine and they can send someone to fetch the decoder as I will not pay the R3500. This morning I received a notification from my bank that R3143.87 was paid from my account to M-Choice. I have not given permission for this amount and this is clearly a criminal act.

DSTV Reference Number: [protected]

As family, we installed a new DSTV in Butterworth- Teko campus of King Hintsa College where my wife is working. We used approved DSTV installer called Emma Electronics at 2 Sauer Street, Butterworth, Eastern Cape.
After installation, receiption was a problem and we arleted installer who indicated that he was in East London and would attend on his return, that was beginning of August but he never pitched up till todate.
I called him yesterday but seemed to prioritize new money that queries of his work.
I tried to call him today agian and is not picking up his calls hence I am resorting to this complaint

I am an annual dstv subscriber which i pay yearly on the 15th of March. I pay two decoder insurance monthly of which i pay R100. 00.

In june 2021 i went to edenvale brach for a replacement of my insured decoder. Apparently when formatting the new decoder my account was changed from a yearly subscriber to monthly which i was promised will be resolved after month end. But it never happened i called customer care several times with no assistance but further complications in my account.

I later received a final notice for both the dstv and insurance account. My account currently owes more than R7000, insurance is owed and the closed access account is now charging me R105 monthly.

Please assist in resoving my dstv account, i have called customer care many times and they seem to be complicating this account fruther.

I bought and had my DStv installed July 2021 but the installer did not fasten the screws properly, therefore there is no signal... haven't been able to enjoy DStv, it's been a month and I called the company, went back to the shop, went to multichoice and called the head office to get assisted but I'm not getting any assistance...very unhappy customer who would like some assistance

I mistakenly made a payment twice of DStv confam package of #4, 615 around 8:43pm and 8:46pm of smart card [protected] due to poor network failure. That was on the 29th of September 2021 using my bank ussd. I went back again to check my bank debit which showed twice payment of which I clarified using my DStv app. This informations could be verified by the appropriate authorities.
Hence, I request for a refund of the payment as it was credited to DStv twice.

DSTV Client Florence Hart, Customer nr [protected]

Received an sms in June 2021 stating that I could upgrade to premium for R649 but for 3 months. Called into call centre and asked for promotion to be applied. The consultant agreed and said that I have the promotion for three months. The next month received an sms saying that I had to pay more then R1000-00. Called in to say I was on promotion, they said no, they could not find promotion on system... told them to downgrade me untill this issue is sorted out, They asked for the sms as proof. I said to them that the sms was deleted as this was now month and a half on and the promotion was already allocated to me so I did not think I would need it again. I informed them that the recordings of the phone calls would have the details of the sms and that IN THE UPGRADE PHONE CALL the recording would clearly have the discussion of the promotion... it was agreed that the manager would listen to it and then call me back.

NO PHONE call. The requested down grade also was not done, so we were cut off a week later. Had to call SIX times after that to get some kind of resolution, we were turned on and thereafter turned off again, , , , cause this complaint must be escalated. WE have had NO ONE call us back.

We were told on several times that the managers would get back to us. Last phone call from us confirmed that everything sorted out and that the balance on the account is R409. When we did the payment on 03 SEPT the amount payable was R570-00?

I used the website live chat for over an hour and interacted with Onthatile this evening in an attempt to sort out the unfair charges... I was informed by Onthatile that they could not assist me IF I did not have the sms anymore and if I do not pay the outstanding amount, then we will be cut off and will be expected to pay the reconnection fee...

The amounts spent on phone calls to DSTV for our account is ridiculous... most calls almost an hour.

This needs to be sorted. As a client for almost 30 years, and an older pensioner I have not used the self service platforms but have ALWAYS phoned in to sort out my upgrades and downgrades, so any mistakes are made on DSTV's side.. but now I am expected to pay...

Desirable resolution: Please delete outstanding amounts that is caused by these issues, including the promotion not being implemented, disconnections and downgrades not implemented...

Please help...
Florence Hart
[protected]

Good day

My name is Shirongo Ngobeni, I made payment to my account on the 3rd and 12th September 2021. To my suprise on the 25th September I was disconnected and asked to additional R82 I paid R85 still I'm not connected. I'm told to pay R290. Why am I being ripped off and I'm disconnected while I don't owe . What's my crime people because I paid

On 31/08/2021, I went to the DSTV website, ordered an ultra decoder for R1999.00 I filled in all the required fields, including my delivery address. I made an EFT payment to [protected]@services. A week later, I started correspondence with DSTV customer services as the decoder was not received. I sent numerous e-mails and I made telephone calls regarding the matter. I am now requesting a refund as a result of this bad service. The only response I get is a reference number and a message that the matter will be escalated and this is how far it goes. I have received confirmation from [protected]@services and DSTV Help that payment was received. I am so frustrated in trying to sort out this matter, which has been going on since beginning of Sept. 2021 ! I will for sure not order anything again from DSTV and I am also thinking of cancelling my DSTV subscription.

I am shocked to see that R765 has been debited from my account! I called the customer service during the month to enquire about an upgrade to the new Explora which was declined. During the application process I must have been asked about my banking details but that was for upgrade purposes!

I confirm that I proceeded to make an EFT payment of R921 on the 23rd September 2021 as I always use EFT as my payment method. To my SHOCK, there's a debit order that went through... What upsets me the most is having to wait for 7 days for the refund. It cannot take so long to refund an unauthorised debit order. Please refund my money urgently as I cannot be inconvenienced by your Consultant's error and poor attention to detail. I am terribly disappointed... I am worried about the handling of my financial information if such errors happen!

Dear Sir / Madam, my name is Siyabonga Msomi ID [protected], phone number [protected] the problem I am having my dstv is closed however I've made the payment of R530 plus R78, I spoke to a consultant at first she told me that I changed the services from the family to premium online but did not tell me what type of system I used to change but it was online. Sir/Madam I never change any thing to premium I normal called if I want to extend channels. all the consultants I've talk too they always says the manager will call you in 15 min and they never called. Yesterday I spoke to Ms Bongeka Dlamini who was no help at all she said the same thing the supervisor will call in 15min but never I called please listen to all my recording I took the ref no: [protected]/I337 I was online with her for 1 hour 13min but no help. the manager I spoke too first deed fixed my problem but maybe not clearing it on the system. whoever come to work just decide to switch of my dstv please intervene the last consultant I spoke to made me pay on line while speaking to her and I did. now my dstv is closed please look at the matter and play all my recording and please tell me what is your conclusion in the matter.

I thank you

I was put on premium without my consent and I called DSTV customer service regarding this . I was made to believe that it was resolved so I payed for compact plus which my original subscription. Now my account has been suspended because I must pay R759 which is a premium amount. I'm tired of complaining.

My package is R112 bt when I apaid on the 17of August they said I must pay R412 coz I pay lyt i did pay tht amount bt again this mnth they said I must pay again R412.i don't understand coz I gt 2 decoders bt the ather 1 is nt wrkng everytime I call them 😢thy are taking about I have 2 told them they must disconnect the 1st I'm nt happy with u .