MultiChoice Africa / DSTV
Reviews and Complaints

We were on a normal residential subscription and had credit when we transferred to price lock and we transferred the credit and was put over on debit order now after price lock expired we found that we are R1841.73 in arrears how can this be we have never been behind even when paying cash and spent over R400 trying to resolve issue with them and yet still not resolved keep getting sent back and forth and they want me to pay for their mistake

ood day, Please explain to me: Our DSTV hasn't been working for months due to a faulty eye on the satelite dish so we've downgraded so that we don't pay for something we can't use. On 5th September R50 was deducted for subscription. On the 21st Sept, we've fixed it and then upgraded to compact again on the self service portal. We've chosen the option to say PAY NOW via debit order and chose the date of the 21st (same day). DSTV have failed to do so... now I get a message that DSTV has been disconnect due to non payment. WHY wasn't the debit order send to the bank on the chosen day? Secondly why is the amount R641? Compact is only R391, we've already paid the insurance for September with the decution on the 5th, and with only 2weeks before next months debit order, then surely that amount can't be right? I'm not going to pay almost R700 for Compact which is double the amount! MC DU TOIT ([protected])

I was on the Access package for quiet a while and i wanted to upgrade to Compact on Sunday 29 Sep 2019. I called in and talked to an agent who told me to do it on my app, then it showed me i had to pay an extra R284 which was right and i made a payment of R300 immediately. When i saw my services did not change i called in again and talked to an agent who clearly didn't know what she was doing. She then told me she had to cancel my records and start over my package but instead she made my account to show as if I now owe +R700 of which no one can explain how it came about. My account now is just a mess and no one is willing to help, i paid more than what was required but they have cancelled my subscription, i can't see nothing and im losing out on the days I paid for. Yesterday I talked to an agent by the name of Joyride with Ref: [protected]-i124 and she hung up the phone on me. I'm extremely disappointed and all I want is my services to be activated since I don't owe anything.
Dstv acc: [protected]
[protected]
[protected]@gmail.com

Customer number: [protected]

DSTV called me on 25 October 2018, at ± 15:30, to explain the price lock deal to me, which was:

Free Explora 2
Free installation
Pay:
Full package - discounted to R749.00 pm for 24 months on debit order (price lock deal then).
PVR access - optional @ R90.00 pm.

I've been noticing that my debit order amounts are not consistent.

I'm wanting to know why DSTV has cancelled this price lock deal, and under whose authority, as we specifically went for this deal to avoid price increases and upgrade our decoder.

Please re-activate my PRICE LOCK service, and then let me know how much credit, if any, is still available, as I've been overcharged.

Please fix this error urgently and provide me with answers to my queries.

Second e-mail:

The agent who called me yesterday said that there is a R100.00 credit on my account. This is definitely incorrect, as I've been incorrectly debited since November 2018.

Please make the R1, 100.00 credit available to me - I should therefore not be charged for about a month and a half.

She indicated that your records are lost / files corrupted, which is why I'm confirming the amount of (at least) R1, 100.00 credit.

Please confirm, in writing, that the R1, 100.00 will be used towards my account.

Stick to the 24 hour turnaround time (or less), as indicated by the automatic reply message please.

Carlene Arendse
[protected]

This month a debit order went of my account or R1 053, despite being on Price Lock of R959 and not having rented any movies or using any additional services. When contacting your call Centre, the agent stated the billing system had changed and a certain sum is now charged in advance. This has taken place without notifying me.

Quite frankly I view this as theft, as I have signed a contract for R959 per month, and nothing further was billed for. Terms and conditions of a contract cannot change during the term of the contract, certainly not without notifying the client or getting approval for the extra sum bring debited.

I now understand why so many people have canceled their contracts with a company who has so little integrity. This practice is completely unacceptable.

I have called Multichoice on the 29th June requesting to cancel my dstv account with Multichoice, I have indicated to their assistant that I have changed residence and currently do not have a permanent place to stay therefore I requested to cancel till further notice, however their service agent that was assisting me he suggested that he will reduce the price plan to Dstv access then if I still haven't found accommodation then I can call again to cancel it completely he also then indicated that because my money for July was already due to being debited on the 1st of July what he will do he will secure the balance onto my Dstv account which I can access whenever I need to increase the price plan but to my surprise I they have continued to debit me till the beginning of this month even after that call.
I have called multichoice several times informing them about my query all they do is promise to resolve the matter and that they will listen to the telephone conversations and get back to me but they never bother to give any constructive feedback or any type of feedback even when I am the one making the phone calls.
I have notified them that I need the money because of the financial distress I am facing but it seems like they are not willing to reserve all the transaction even if they have listened to the call conversations as proof of cancellation, I am sure that they did listen because every time they make me hold the line for about 30 minutes and more their reason is that they are still listening to the calls with the finance department and promise to have it sorted but they do not do that. I have called again today (30/09/19) to remind them about the promise for reversal but again they couldn't assist me without feedback.

I have had no service from Dstv as of the 19-09-2019

i have contacted DSTV for the past few days and get the same result
" We will escalate the query and call you back"
I made a new payment for the month of October and yet this still made no difference.

I don not see how i am making payment for a service that i am not receiving.

Im infuriated with the lack of service i am receiving and if no feedback is received i will take this matter further

I am a DSTV customer number [protected], currently on a price-lock debit order agreement which started around december 2017, and all along, they have been deducting R549 monthly, since December 2017 to 27 August last month.

To my surprise, on the 27th of September, they went ahead to deduct R1537.29 without my consent and without any notification. This has affected my finances and has also affected me psychologically. Upon contacting Multichoice, the only explanation i got, was that according to their records, I am connected to 2 devices.This sounds strange because if it was so, they could have sorted it out long ago, before allowing me to join the price lock debit order.

I feel robbed and also feel that my rights as a consumer, in terms of Consumer protection Act, have been violated.

For the past 20 months, they have been deducting one fixed amount of R549 and all of a sudden this September, they went on to deduct R1537.29, is this fair and legal?

My call reference today is [protected]-c2.

Esau Mpila---[protected].

Hi there my dstv account no 412 62997 . Please advice me why has a my account being with R1019.55 as have not rented anything in this last month and the previous amount R785? Regards Benica

DStv
Hi Benica Our team will be with you in a few minutes. Can't wait? Send us a message on WhatsApp: 0600603788
8:45 AM

DStv
Hi Benica, we apologize for the confusion, there have been system upgrades and that may have affected your billing but we assure you that won't be issue going forward, we are aware that there was an overcharge of R 120.55 on your account. Do you want the funds to be refunded or reversed into your DStv account as credit?
Benica
Hi there, I want it to be paid back to my bank account since I need to pay something else with that money asap
Please take note that the overcharge amount is R269.55 as i only pay R750 debit per month

DStv
You are on the R 899 Price Lock Plan.
Benica
This is not right. I have no new contract with a decoder. Just check the past few months payment on my account
9:57 AM
Benica
Can you please advise me when this correction will be made'?

DStv
You've been billed for R 899 Price Lock plan. You can also make use of our self-service platforms so you can always know what's happening on your account. DStv NOW App: https://www.dstv.co.za/app/ or website: https://www.dstv.co.za/self-service/ or Whatsapp number 060 060 3788.
Benica
Thank you it seem like you dont understand you put a contract that I have no knowlege and now you cant back my money . I will the complaint to hello Peter. Please privide your name and a ref number for this case
Please email me proof that am on this contract to [protected]@usaf.ac.za and from which date?
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Conversation with DStv. Updated Today by You: Please email me proof that am on this contract to [protected]@usaf.ac.za and from which date?

My name is David makoko I'd number is [protected] 08085 I try to call MultiChoice a multiple times asking why am I disconnected no one is willing to tell me why it's been three weeks now no one came back to me as they said they will come back to me an resolve the matter I am still waiting to be called I have spent a lot of money calling MultiChoice to fix the Matter and still today I am still waiting what hurts me the most is that I am paying every month... MultiChoice doesn't care about its customers ...to prove I send the email two weeks ago...it reads..
I am highly disappointed in MultiChoice and price lock for how it treats me...my services are being disconnected wile I am paying every month...I have been calling since Wednesday the 18th of September 2019 due to why am I being disconnected and no one is willing to help instead I should waist money and buy airtime to call your wrong numbers that I am giving by your agents..I have paid but my services are being disconnected and why the amount that I should pay is high? As I am paying every month.. the first case which is [protected]-c10 Wich was not attended that I got on Thursday and again Sunday I called and I am given these one ref [protected]-c13 as I am still waiting for the matter to be resolved.. IL end up saying MultiChoice doesn't care about its customers...to prove that I have been having these problem last year. I am frustrated and furious on how these matters where handled...😠😡
My cell phone number is [protected] my email is [protected]@gmail.com

ID: [protected]
We applied for the Premium package for 999.00 on price lock. We asked for the Compact package to be cancelled, but still the compact goes off my account every month. I called how many times now for this to be corrected. I AM NOW INSTRUCTING YOU TO CANCEL THE COMPACT PACKAGE. I will go to the babk today and revers the payment. I AM ALSO INTRUCTING YOU TO CANCELL THE DEBIT ORDER. i CAN NOT KEEP ON LOOSING MONEY IF YOUR STAFF ARE NOT DOING THEIR JOBS.

For the past 3 months I have been complaining and calling about my account. I am not receiving any joy from multichoice.

Kindly rectify this or cancel this pricelock, come and fetch your decoder.

I have asked on numerous occasions to cancel my prepaid but you keep debiting my account.

On the 28/09/2019, you debited r 2301.65 and your agent is telling this matter can only be resolved within 14 days. What about my other debit orders.

Ref : 9730815/i256

Regards
Sekgametsi shabangu
[protected]

I called a call centre on the 24th September for an upgrade since we wanted to watch rugby and I was told that the request will be escalated to the relevant dept. In the process my extra view was also disconnected. I was told to await a call in the next 24 hrs . I have been waiting for the call since the 24th September and today it is the 29th Sept.
I decided to call the call centre to enquire about my service and the agent was telling me about escalating my request again hence I asked to speak to the supervisor. I was then connected to the arrogant Cyril Fourpuin. He was not prepared to listen to the problem instead rushed to say he will sort the problem and call back at 20:00. The time was 18:00 then. It is now 21:00 and he has not called and I have decided to call the call centre to enquire about his failure to honour his promise to call back. I was told that he has gone to eat, he will call me back when he returns after 30 minutes . It is now 21: 45 and he has not called and u have not had a dstv services since the 24th September which I will be billed for. This is not the service I signed up for.

Can't get help. Told to wait 24hr for a tech to call me. What service is that. Credit me then for 24hr.
Your customer call centre sounds like it inside a club with clapping, laughing and music in the background that you cannot hear the person on the call.
Step it up or loose clients. There are many other companies that one could use that don't repeat the same crap over and over.

Yesterday morning I had no signal supposedly because I had not paid. My debit order with you comes off on the 23rd of the month normally but had not yet been processed this month. On contacting one of your online people a lady called Mathlatse I discovered someone on your side had unilaterally changed the debit order date without any consultation or discussion with me. This is highly irregular and I would suggest illegal and led to me being inconvenienced. Mathlatse was extremely helpful and eventually got things sorted out. Your debit order change procedure needs to be reviewed to prevent this from happening again.

A D Walters

acc [protected]

Hi I bought my Dstv decoder at pep 27 sept den I was given a number for Amaponi trading for installation, the agent name was Nkosi. it my first time I have Dstv and I do not know how it works, he install it bt he did not activate it, coz he told me to wait for 1 hrs and 30 minutes then it will work.

But later I tried set channels but no luck I even ask people to come and help but I was give me an error it called E17 or R17 wht wht, , then call back amaponi trading bt they did not pick up, , luckily we find someone who works for another installation company tel us that it not activated, I was very disappointed that how could multi choice hv contractors who do not know they are job, to do installation for people

After that I buy airtime, I called multi choice in Dbn and I was assisted by LERUNO, , he actually helps me a lot coz he activate my Dstv, thanks to him for excellent customer service, , other than that I'm very disappointed with your contractors called Amaponi Trading for such pathetic service, I'm sure I wasn't the first person experiencing dis and I'm not da last, , Plz sort them out

I called into dstv call centre on 24 september 2019 to query a discrepancy on my statement/ account. The service agent left me holding for approximately 15minutes. I eventually put the call down as my airtime was being used to listen to background music. To date i have not been contacted and my query is not resolved!

Service is terrible - could you not call a paying customer back?

You have lost my business for good. I have a loyal customer for many many years. I always pay my bill on time or before the end of the month.. dstv has cut my service on the 27 th Sep. Now I have to pay reconnection fees.. I phoned and asked if they can leave the connection fees out which was told to me no.. so sad that dstv can't help me.. but I guess that i am not an important customer.. another customer lost.. hello Netflix.. Jason Marx..

i paid for my subscription this month but every single morning is disconnected. every single day i spend over 7 hours calling for re-connection and only if im lucky to get someone who know their job otherwise i keep calling until then

this is very disappointing, schools are closed and kids can't watch TV. it seems as if those agents are not trained the same, how can you have 20 ppl that each tells you a different story?

the money that spend on calling can be payment for my subscription for the next two months.

I started calling multichoice after having paid R400 and R88.57 into your account at 9:15 on the morning of 21/9/2019, its 13h46 now and I am still trying to sort out connection. Your agents told me that they found proof of payment and that i was connected before the SA rugby game, family came over and we all got ready to watch, low and behold no connection, what an embarrassment. most of your staff don't know what they are doing, considering that all calls are recorded, i would like a copy of all recordings as I will be taking this complaint further. My ID no. [protected].
Listen to all calls and then you will understand my frustration: 9h23(3min 10s);9:38(2sec);9h39 three attempts, got disconnected;9h40 (8min 57sec);10h09;10h11 (15min 35sec);11h00(1sec);11h01(4min 38sec);11h55(13min 54sec);12h20;12h20;12h21(17min 49sec);12h39(2sec);12h40;12h41(49min 33sec);13h34 (21min 58sec). Needless to say we all missed the Rugby. Refund my payment to my account FNB [protected] and I will expect compensation for the frustration and poor service. IF you listen to the calls your agents initially confirmed having received proof of payment and that everything is connected or would be connected. I sent proof of payments to multichoice emails and your supervisors, most of them don't know what they are doing.

In addition to the above complaint logged on 21 September 2019, my DSTV was then disconnected again on 25 September 2019, proof of payment could not be found 9h48 (23min) and it was disconnected again today(27/9/2019) twice, i called in at 10h46(13min 26 sec) payment found and was again disconnected had to call in again at 11h21(9min 28sec). Listen to all these calls where there are different excuses and processes and put yourself in my shoes and try to understand your customers frustration. I remain disconnected while you hold my money. What are you going to do about this? I have still not received feedback on my complaint for 21 Sept 2019.