MultiChoice Africa / DSTV
Reviews and Complaints

kindly be advised that I am sending this email to you as a complaint I have with multichoice as per the customer number stated above.

I have upgraded my package from compact to premium merely because of the rugby world cup on the 21st September 2019
I have done this through your whatsapp portal messaging
after that I was advised to pay the amount of R119.03 of which such fund shall take 5-si minutes to reflect
the same whatsapp message in my possession reads, should I not pay such an amount, it shall then be added onto my account for my next payment date, the payment date which I have verified also during endless phone calls this morning with various call centre personnel still indicates that I shall only pay on the 1St of October 2019.
my services were disconnected this morning, I did not get a clear reason why but with the conversation with one of the consultants I was advised on paying R287.00 inclusive of reconnection fee and I wanted to know why the reconnection fee whereas the whatsapp message was clear that such an upgrade amount shall be added into my next payment date.
I do not see logic in this cause:
1. my payment date still says end of the month
2. my account is up to date as off beginning September 2019
3. when and how was I informed of the consequences subsequent to failure to pay whereas it was stipulated in the message.
4. my package is compact and am still going to downgrade I only upgraded because of rugby world cup
5. the amount of R1151.53 can be expected from me as off the beginning of October should I wish to continue on this premium package or the upgrade amount maybe included in my premium should I not wish to continue

please address the following in your solution- the whole day that I called looking for a solution and the shows that my child who is on the holiday missed

I have had enough apologies and explanations over the system which might have "mis-calculated" or whatever the case maybe, the logic is the system is controlled by a human.

the amount worked out for my September month as paid was not fully enjoyed, I want the solution now, am only willing to pay the amount of R119.03 as I had agreed on upon upgrading my package, I wont pay the reconnection fee as there was nothing stipulated or stated anywhere which said my services shall be disconnected as am only waiting for the month end.
my first phone call lasted 21 minutes since I was made to hold the line
my second phone call lasted 16 minutes and it just went dead and no one from multi choice called back.
my third phone call lasted over 10 minutes without a solution
all in all 47 minutes of airtime spent without a solution, you might want to review your customer service priorities

I DO NOT NEED YOUR APOLOGY I NEED A SOLUTION AND FASTSO THAT I CAN CONSULT MY LEGAL EXPECTS ON THIS MATTER

Dear DStv

My name is Andre and I have been a loyal customer for the last 10 years or more. Recently I have heard that DStv wants to cancel one of my favorite channels.

As a paying customers I think I have the right to ask you to reconsider you decision. If you continue with the cancellation of the History channel you will force me the cancel my subscription and I believe I am not alone there are many other people who feels the same as I do.

I urge everyone that feels like I do to please email the CEO of DStv at ceo@dstv.com so that we can make our voices heard.

DSTV accounts query - Customer No: [protected]

I have been trying to resolve my billing query with DSTV without any success.

I was promised that my query would have been answered within 24-48 hours but still now luck.

I have try to phone various time back to the call centre, but they just put the phone down on me..., ..

As seen from the attached statement, I am not in arrears on (>90, 90, 60, 30 days). In all the statement it only reflect an amount in "Not yet due"

However if I look at the dashboard on DSTV self service, last month I own over R1000. I paid my normal R360 on the 1 October and today it only reflect R308.33?

Today my service has been disconnected, and all that the call centre is telling me, , is that I must wait for finance to answer me back, as it is a different department and there is nothing they (call centre) can do to assist...

This does not make sens at all...My service gets disconnected due to billing DSTV inabilto to provide me with an accurate account?

Please can someone assist ASAP

A recent email from DSTV for a two month RWC special peaked my interest, and I was fully prepared to signed up for the two months at the offered R750 special rate. The incompetence of the call agents (friendly, but clueless), and systems used to administer the R750 special conspired to turn my interest into confirmation why I choose to stop my subscription. Laughable things happened. After receiving the email you sent to me, I was told that I was not eligible for the special, and during one call (there where several) I was informed that I would be penalised for stopping my subscription. My personal favourite was the fact that one agent claimed that I needed to pay an outstanding amount of R512, before I get connected. It later turned out to be a 'language' issue. She meant it was a prepayment.

I stopped my premium subscription, because by comparison DSTV offers a poor value proposition when compared to the much cheaper streaming options. In fact I never missed my DSTV subscription, apart from the odd weekend of sport. Don't phone me. I will after my latest experiences not likely return to this service, but would like to offer some advice. Get with the programme.

Offer sport on a pay-per-view basis (i.e R50 per game) or continue to lose customers to streaming, DSTV Now duplicate viewing or even 'pirate' viewing. It's easier than you think, but I bet you know this. The question is why you persist with this clearly unsustainable model.

Hi,

On the 28/09/2019 my account was debited an amount R2036.00 instead of R510.00, on the 30th i contacted your call center around 11:30am for assistance and i was advised that i can do a reversal or they can reverse it within a period of 7 days. my question was my other debits bounced because of this error and obviously the are charges involved so who is responsible for them. '

I asked Rebotile to put me through the supervisor or the manager and i was told they all in a meeting and they will call me back once they done, i asked for a ref no for the call and i was given the following ref no : [protected]/145.

I waited for the manager to call me back and still today no call back.
Around 13:30 i called again and explained my story to another consultant by the name of Simphiwe Zwane and he managed to put me through to Nthabiseng Nketle the manager who doesn't take responsibility.

She asked me to do a reversal and she will credit me the charges for the reversal as they not suppose to fall to me, she advised me that she will send me a test email once she get to her desk and im still waiting, email address given keep bouncing back ( Nthabiseng.Nnketle@multichoice.co.za).

On the 1st October called in again and Simphiwe Khumalo told me they had system upgrades and the phone was unclear had to reapeat my self 100 times before he could hear me. He put me through to the manager who was also useless and hang up the phone on me without any help but he is the general manager in Durban ( thanks to Him after spending 1 hour with my air time on the phone)

Can you please look at the below and advised urgently:

Was promised a call back can someone get back to me as promised.
Was promised my DSTV wont be shut after the reversal and i expect this not to happen.
The debit to take place must be with my credit for your error. '

Account details:

[protected]
41256 Sibongiseni street, Tsakane
Cell : [protected]
Acc Holder : S.T Khoza

Let me know if further infor is required.

Thanks,

I keep being charged re-connection fee all the time even when the services were NOT disconnected.

The is no professionalism, no customer service the way they speak to us as customers its very disappointing and absurd.

I have been a DSTV customer for many years and to see that this is how we get treated is disgusting.

I will NOT keep on paying re-connection fees when ever DSTV feels like it.

The Team leaders and Supervisors are very rude they even hanged up the phone. as soon as i get fiber at my house i will cancel the subscription. Infact i will be cancelling the subscription unless i get refunded for the re-connection fees.
I contacted them tonight 02 October 2019.

What is it, is it because they know they have a lot of subscribers that they can treat us like this. this really questions a lot of things about the organisation itself because you can tell what kind of a company it is by its stuff.

I want to go even higher than the supervisors up until all these bad apple are dealt with one can ever be sure probably the company is not bad is the people that answers the phones and the Leaders in the ground that doesn't care because its not them that are in the situation. I would say if it was them that were treated like this will it be fair?

I want to rate the service received by me and everyone that is a DSTV subscriber its high time we get the service we deserve as we do pay without problems.

i will be spreading this on all their Social Media platforms up until i am heard and that the phone is not hanged up on my ear deliberately.

Kind Regards,
Mhlaba

Hi my name is mrs kupoam id no [protected] i currently have a price lock and u guys r debiting me incorrectly for the last 2 month . Url had a system gitch that disconnected my service last month wen i called inurl sed it was a system error and then reconnected my service as my payments were always up to date wen i called in last month after url debited more than wat oew url sed that there was noyhing that could be done and i must pay an amount of 667 which i did in saying this rememver im on price lock and yhat should of not bern the case and i should of not got charged a reconnectiom fee becoz of url sysyem problrm now this month url go snd debit my account for 740 rand . I had to waste 30 airtime just to call url with no assistance all my other debits got returned and now im sitting in debt bocz of url . Im really disappointed in url and dont think id like to be part of an incompetent company like url . Futher more im a pensioner

Good Day.
Just to let you know that I will cancel both my subscriptions should you remove CI and History channels. These two channels are my go-to channels and the main reason that I pay so much for DSTV each month. If these channels are removed, DSTV holds no value for money to me and my family. How can an educational channel such as History be removed?

Hi, i stopped using DSTV late 2017 due to their repetitive programs and expensive fees, late last year they started calling saying i owe them R289.00! How can i owe them because they work as pay as you watch, do they give their services for credit? Now i am being harrassed by debt collectors time and again and lately. If i find out i am black listed i will take this matter to further, they are really taking chances here.

I'm completely appalled by the level of incompetence there at Multichoice. I have been going back and forth with Multichoice trying to get assistance with no success. I have been to the store, emailed and called on several occasions because they continuously disconnect me. I have used up so much money making calls to them daily. Initially, no one could give me an explanation as to where the extra amount of money was coming from because I pay the agreed amount on time as per the contract. I have shared my bank statement by showing the payment in question because they say I have not paid in May though my bank statement shows otherwise. Now they are saying I must pay R596 but no sane person would pay knowing good and well that they did not miss a payment, they are saying I must go back to checkers to request a reprint of which I did but I was told that they are not able to reprint DStv payments.

I received a sms which stated that if I rent 2 boxoffice movies by 22 Sept 2019, I will receive a R100 debonairs pizza voucher. I had rented the 2 movies on the 21 Sept 2019 but I still did not received the voucher.

I phoned MultiChoice a few times to query the voucher, but no one seem to know about it, but yet when I queried the sms before I had rented the movies, I was told that the sms was not false and I will receive my voucher via sms after I rent the 2 movies.

Please phone me on [protected]

1. I upgraded my DSTV package on the 20th of September 2019 on the self service page and was quoted R902
2. I immediately paid R950 on the 20th of September 2019
3. I later called the call centre to enquire as to when the package will be upgraded and was told that the self service does not work and that they will upgrade it telephonically for me.
4. I informed the person that I already paid R950 although I was quoted R902 and she confirmed that the amount is R902 and that I must email proof of payment to proofofpayment@dstv.com which I immediately did.
5. She activated the premium package and all was good until I received an sms on 27 September to say that my DSTV was cut off due to non-payment despite my payment and correspondence above.
6. Payment of R950 was made on 20 September and emailed to proofofpayment@dstv.com as well as followed up with 2 phone calls and was given these email addresses to send proof of payment to dhirene.maharaj@multichoice.co.za and nompilo.mkhize@multichoice.co.za
7. When I called I was told that I still owe R56 but could not be given a reason as to why only that the SYSTEM says so. Nevertheless I paid the R56 on the 27th of September and AGAIN sent proof of payment as well as the R950 proof of payment made on 20 September AGAIN to the above addresses including help@dstv.com this time
8. Shortly after my email was sent with the proof of payment of R56, I received a call from help desk to inform me that they have received my payment and can see that I paid it ono the 20th of September and that they will not charge me a re-connection fee as they can clearly see the payment was received but not allocated to my account.
9. When I arrived home on the 27th of September I found my DSTV still disconnected.
10. I then called DSTV AGAIN on 012 422 2222 and this time I was told by a manager who eventually attempted to assist me that I now have to pay a further R72.
11. AGAIN no explanation could be given to me as to why I now owe a further R73 - NEVERTHELESS I AGAIN paid in R73 and AGAIN emailed it to all of the above email address.
12. I was told by the operator that they are not able to receive my proof of payment as it takes a while to come through.
13. The manager I spoke to promised to send me an email with a breakdown of all these amounts I have been paying over the last week. She however told me that my call and the email is not a priority to her and that she will send it when she is able to IF she is not called to a meeting. I NEVER received that email till today!
14. I now attach a statement downloaded from your site and wish for you to explain each item in detail and also why a connection fee was charged when clearly DSTV is at fault.
15. I further wish for you to explain to me why my current amount due on 30 October 2019 is R845.61 when the monthly Premium subscription is only R809
16. I spent 104.27 minutes in total on phone calls to DSTV

My account [protected] I have paid on the 1st august my service was discontinued I provided proof of payment the open, again on the 20th august I have paid again for september. On the 17 september my services were discontinued again I provided proof of payment they told me the payment was reversed I asked the bank and even provided me the bank statement they said we see we will sought out your problem between the 17th and today my service was discontinued 4 times with me calling several times for all lengthy some more than 4hrs 30 minutes being promised it will be resolved until now

I am on a PriceLock contract for R899.00pm. Nothing more! It's a breach of contract if DStv charges me more. But they have. Twice.

My September 2019 debit order was for R1236.78. R337.68 overcharged. No explanation. After 3 weeks of correspondence on Facebook Messenger, DStv refunded me R 299.13. Hence DStv still owed me R38.65.

My October 2019 debit order was for R1014.35. R115.35 overcharged. No explanation.

DStv now owes me a refund of R38.65+R115.35=R154.00.

It seems that DStv is plummetting into self-destruction. They can't get simple debit orders right. They take 3 weeks to refund. The service centre is the worst ever.

I'm on DSTV compact which is R399 but in September a payment was deducted for R1053. I queried it with an agent who said my package was upgraded in August, when i asked why the package was upgraded, i did not get a response for two days. i am still waiting for feedback.

The agent (Henry Khoza) explained that the money wont be refunded back to because i already used the services which i understand but if the package was upgraded as an error on their side, i think it is fair to say that i should receive the money back. i just need someone to tell me why the package was upgraded

Smartcard number: [protected] - End of August deduction was R1048 whilst the deduction is normally R959. I queried this on 3/9, got 1946642 as reference number, which stated that I will receive an answer within 8 working hours... No such luck, queried again on 5/9... No response... On 10/9 I phoned 021-5082222, Phumelele answered, cannot help, referred my request to manager who suggested that they refer this to H/O... Someone will phone me... No such luck again and that the reason for this complaint. Please supply feedback asap.
Deon Leibbrandt
[protected]
deon.[protected]@sanlam.co.za

I am om Price Lock since November 2018 at a fixed price of R749 with my debit order being deducted on the 20th of the month. On 17 Sept I got notification that an amount of R1 038.45 will be collected on 20 Sept (wrong amount). On 19 Sept my services were suspended due to non-payment (debit order is for 20th). After more or less an hour attempting to speak to someone at the call centre (my airtime) the agent reconnected me and said that I had to e-mail Price Lock to resolve the. I wrote an e-mail and received an automated response with no reply to date (2 October). On 24 September I received notification that my services were suspended due non-payment and I had to pay R339 to be reconnected. I once again called the call centre wasting time and money just to be informed that Price Lock has to sort it out, the agent was not willing to reconnect me this time. None of the agents that I spoke to were able to provide reference numbers as the system was "slow". Since I wanted to watch TV on a freezing day I paid the money to reconnect my DSTV. When I switched it on there was basically no shows or movies on Catch Up. After another call wasting time and money it was restored after about 4 hours vs the agent's promise of 30 - 45 minutes. I receveid a phone call on 26 September with the promise that my issues will be resolved and that a specialist will be in contact with me via email which of course has not happened to date. The commitment was that I will be reimbursed and that there will not be a recurrence of this unacceptable situation. DSTV has basically stolen from me and have not kept any promises but inconvenienced me greatly time and time again. I kept complaining on the email address provided just to hear that they have responded to an old email address I had. Really?! Why not respond to the mail that the complaint came from? My best is that Price Lock apparently does not have a number to call. I would like to be reimbursed and assured that this issue has been sorted out.

My customer number is [protected] and and taking time to write as whenever I call into the call centres I get frustrated with the incompetentcy level I have to deal with.

I have over the past 2 weeks experienced the most disgusting service from DSTV in all the companies I have ever dealt with! After 5 attempts to reconnect my account there was absolutely nothing the customer services could do except advise that I must pay astronomical amounts, reconnection fees and a bouquet fee that has nothing to offer besides sports.

I made use of the WhatsApp service you have to offer(which is absolutely brilliant) and upgraded my decoder to the premium bouquet(which had a prorate of R260) on Saturday the 21st for the rugby and the morning of the 26th September was disconnected, I intern completed a payment of R295 and called your call centre to find out why my amount due was R1342.98 (unauthorised). The person that dealt with me could not explain and I called the following day again to find out why this amount was due.

After another frustrating call I eventually requested to speak to a manger on duty on Friday the 27th at 17:10 to assist and requested that he try and assist so I left my contact details with that individual and he up until this point has neglected to make any contact to assist!

I called this afternoon and chatted with a Damian Ready and end up being frustrated again with the only option is that I must pay a reconnection fee(which I will gladly do) but that I need to pay the premium service bouquet as well, which as mentioned above is absolutely insane. I have requested that the bouquet be downgraded to the DSTV access bouquet and was advised that I cannot be assisted in this matter.

When ever I deal with the DSTV team there is this tendency that DSTV has the monopoly and leave customers with no other option but to pay astronomical amounts for a service that has no value besides the sports. As consumers there needs to be alternatives and choices we should make instead of staring down the barrel of a gun from companies that makes billions and give so little in return.

Hi, I make the payment on the 16th of September 2019 to pay my dstv as usuall, but since then I must call everyday in the morning for reconnection. This is not fair for me because I have kids and helper at home but for them to watch TV I must buy +/-R30 airtime. Today when they check on their records it shows that I call em 14x.n when I ask the call center Argent they keep on telling me about money not being allocated as yet. Really it's been 16 days today. Please I can't be struggling to watch TV while I paid money to. Can't be going like this

Been waiting for 4 days for the Price Lock department, who'm in this day and age does not have a contact number or call centre. They took an debit order from my account 1 year after I cancelled my Account. DSTV call centre just say sorry its not us, refer me to Price lock which does not get back to me despite 4 mails to them.

I find it as outright fraud how they manage to debit my account without any authorization, contract or agreement.

The DSTV call centre cannot even tell me teh exact date I cancelled or any other billing information, yet when I cancelled, they are the ones who assisted.

They phone me 20 times a month to extend my decoder insurance which I dont have or used in a year. But when they fraudulently debit the account they dont phone back to explain and rectify the chaos they have caused.