MultiChoice Africa / DSTV
Reviews and Complaints

Dstv was down on 25 August 2029, pathetic service & consultants have lack of knowledge to assist customers on the phone & Facebook chat, I complained about the service & how dstv will reimburse me for the days with no service, also my bill is higher than my month to month subscription & consultants still couldn't give me an answer why the change, now account is overdue by R465.18, my subscription is R430 & dstv consultants confirmed on 4th September 2019 they have received debit order payment however it is not debited off my bank account, now it is in arrears why do I have to be inconvenienced by my account being in arrears when dstv didn't debit my bank & on the 25th August 2029 Facebook chat consultant assured me dstv will reduce my fee by 1 day as compensation for no service/signal however dstv hasn't corrected the incorrect amount which is higher nor did they reduce my debit order for the 1 day, now dstv has put my account overdue but this is DSTV fault as debit order is set up. Pathetic service as consultants are not equipped to handle queries.

Good day

Kindly assist with the following:

Named: Sam Matane
ID: **********082
Cell: **********
Res Address: 7034 Cydonia Street Unit 15
Mmabatho. 2735. North West Province

My Dstv Explorer was disconnected last week on the 29th of August. I phoned in to enquire and i was informed that I owe R66.10 as an outstanding balance for my account to be activated as Dstv debited a lower amount instead of my normal Price lock subscription.

The lady then informed me that the febit order will go through and my Dstv will be switched on. I later phoned as it was still off and I came to my senses that tbere is no way Dstv could debit an amount which is not supposed to be debited. Rather I will recieve an sms indicating that there is insufficient funds in the account as a returned debit.

The second lady i spoke to explained that Multichoice was experiencing a challenge with the system and price lock subscribers had their Dstv Explorers switched off and its not my problem rather the companies. She explained that the previuose person assisting me did not explain things correctly to me.

1. My account is up to date and I do mot have an outstanding balance on m y account.
2. The R66.10 debited from account is a reconnection fee which was not even supposed to be charged on my account as it was not my problem for the Dstv to be switched off.
3. Dstv has offered me a discount and i will not be paying my normal R604 subscription which includes my two insuarances for the Explorer and Extra view decoders.
4. Today the 02 of September Dstv has debited an amount R712.07 which is not even my Price lock monthly debit.

Kindly assist as this is a problem created by Multichoice and not myself.

I would like payment debited from my account be reversed and the normal payment be done accordingly. When i try to call in every time i am told my problem has been escalated and some one will call me. To date no one has and i dont think they will ever call me because they take me fogranted.

Your assistance will be highly appriciated.

Sam Matane

All agent's that I have spoken to are not equipped to assist me, how many trainees are there that are unattended?. I've been having so must trouble being disconnected whilst payment has been made and to top that, a fee is charged to reconnect. Last week I received a SMS saying my debit order is cancelled and No one can tell me who cancelled my debit order. This customer care line is a joke, on hold for 20min and still nothing resolved. This goes beyond frustration.

Hi Please see attached and below correspondence from yourselves via SMS

Please see attached proof of payment as discussed on the phoneR1570.00, please reconnect my explora. The call centre said my next payment is only due 24 September 2019. Please note every time I call Katlego, Shanees, Nel the amount changes and when I tried to reset up my debit order there were issues with the system. My service was switched off from 12 August to 24 August and the 24 month contract was completed so why am I paying for a service period I never had access to. Your amounts jump from R1355.98 owing to R904.00 then R545.00 and so on it appears you guys cannot get your story strait. Please also see attached change of bank details and advise if I can reset up my monthly debit order for 26th of every month.

Thanks for getting your DStv Explora on Price Lock! Your contract ends in 7 days. After this, your monthly subscription will change to R809 for DStv Premium plus R90 for the Access Fee. (THIS WAS SENT 19 JULY 2019)

Honestly the way I feel about your level of service thus far I should cancel my subscription permanently and look at alternate viewing option.

I sincerely hope this can be resolved ASAP as it is going on and on and on.
Eric Wright [protected] acc [protected] contact No [protected]

Hi my name is gugu, im on a copmact now my billing went to r 1 200 I need a proper explanaition as to what is happening, I tried to call the call centre but only gave me the case no 01 and 027. Now sent your collections dept to call me but they cant even explain to me how didi they get t that amount, u defrauding people cause u know they can debate properly on the phone even your braches just give the phobe to call the head office

Im very frustrated and irritated with mulyichoice
Gugu
[protected]

I have been calling multichoice for more than 10 times now! The customer service you render is pathetic! I have been placed on hold 3 times for literally more than 11 minutes first time, second and third time was placed on hold for more than 8 minutes after I instructed that I should not be placed on hold for more than 3 minutes without anything being communicated to me! I spoke to clinton schoman (team leader) assisted me and told me that he would call after 2 hours because they apparently their system has been placing payments into incorrect accounts! I spoke to him at 8 and said he will call after 2 hours.. It's 12:05 now and no word from him, I called again and spoke to a lady named nodumiso and told her what I wanted to enquire about and she told me to hold on while she finds out what's happening.. I mean she placed me on hold for literally 16 minutes! I mean really?! I want to camel this nonsense because this is crazy!

Good day im a client if dstv with client number [protected], I upgraded in June to pricelock for 649 including my package of complact plus, I added an extra dstv explorer for R49.00 per month, all in all im supposed to pay R793.00 including R95.00 for extraview. Since July month Dstv is ripping me by charging R1610&1272 for July and August Month. Please help as I reported the matter to them, they promised to call within 24hrs but now six days have passed without any correspondence.

More than a week and my problem are not resolved.

My ref at Multichoice is 5470290.

They can see my account with only one decoder but not the second decoder. the second decoder is on their system but not link.

Acc: [protected]
Main decoder: smart card: [protected]
Main decoder serial:A100158124

Exstra view decoder smart card: [protected]
Exstra view decoder ser: A100204981

dstv has been disconnecting me at least thrice a month for the past 3 months. i pay R360 for FAMILY every month on the 25th. now they telling me i owe them R233.72 when I asked to be cancelled for the pathetic service.. The statement they sent is incorrect and does not even reflect the correct payments and dates. There are so many transactions on there which are incorrect . Please refund me and close this account as I want nothing to do with DSTV ever again in my life. I have been with them for more than 10 year and now this is how they treat a paying customer. This is very annoying and right now I just wantmy money back and for DSTV toleaveme alone permanently!

Hi

Multichoice/ dstv, please give my money back - over charge

Multichoice/ dstv is a bunch of thieves / crooks. We sign a contract for 24 months and they take extra from your account and nobody wants to take action nor resolves this. Man up please

I spoke to three incompetent team so called team leader and did nothing

spoke to 8 consultant and the last tell me yes I have been over charge but there noyhing I can do about it - consultant is from PE

Notes made on the system but still nothing - but obvious for their own amusement

Can't believe what type of companies are operating in South Africa

Moosa Ajat
[protected]

Please why do you keep cutting off my network after i jave paid my subscription? This is the second time dstv is doing this. I paid om the 26th of august and on the 2nd of september my connection was cut off again. This is so frustrating. And they cut it off at hours when they must have closed to prevent people from calling to complain. Dstv ... you are taking your customers for granted and this is wicked.

Good day,
Acc. No. 2268779 - Complaint
I write this in utter frustration and disgust in response to the extremely poor service received in dealing with your call centre.
• We have been loyal customers of Multichoice since 1996.
• The Saga started on Friday 30 August 2019.
• We are in the process of converting our accounts into 3 view system.
• We spoke to these people in your call centre: -
1. Sholene - 30/10 Afternoon
2. Katlego - 30/10 Evening
3. Thulile - 1/9 Morning
4. Daisy - 1/9 Afternoon
5. Sudhir Dahadur - 1/9 Afternoon
6. Ayanda - 2/9 Morning
7. Mantu - 2/9 Afternoon
8. Makhosi - 2/9 Evening
• At the time of this email our DSTV is still not functioning and it would appear that none of these people have the necessary skills and knowledge in order to deal with our problem.
• The complete lack of listening and verbal skills was apparent throughout.
• Apparently, IT Is to blame as it was escalated, they're on two occasions during the weekend and today.
• At this stage I am ready to sue for breach of contract as you are not delivering the service that you promised.
• I am also writing a similar letter to Hello Peter and on social media.
• I am now also considering to take my business to your opposition NETFLIX!
• I implore you to investigate this in the utmost urgency and communicate with me.

I upgrade to price lock, but ever since I am having problems.
I spent more that r800 airtime to phone and that to be told to phone price lock and holding on forever
I received the decorder on the 14 august. And it was installed on the 17 august the installer left my house without the picture showing.
I had to phone dstv for the whole day al of the sudden their was a r6ooo due with I had no knowledge off.
Than they sad it was an incorrect billing witch they would have fixed but not!
On the 18 august the dish was disconnected again I had to phone again for connection.
This morning dish disconnected again we owe r3300 plus but when we took out this price lock...…….. The agent said it would cost us r549.

If this problem is not sorted please come and collect your staff and cancel this deal.

Mrs m Davids
[protected]
[protected]

Good day,
Customer: DvH Meyer
ID: [protected]
Smart Card Num: [protected]
On 10 August we phoned the customer line to update for the month to the premium package as my father wanted the watch the rugby.
Your employee stated that they will change his package to premium and that he should phone before his debit order goes off to change back to his original package.
On 25 August he phone you to change back to his original package.
When he got back home on 30 August you switched of his decoder. I phone your helpline to switch it back on. The lady promised that you would do so, but that never happened. It seems that your customer line promise the customer a service but never produce.
My question is, why did you switch of the decoder?
When we eventually got it on again, you refuse to put it on his old package. Now all of a sudden the packages have changed! You specifically told him he could go back to his old package, he must only change back before the debit order goes off.
What are you going to do about this? This is unacceptable for you to just change a person's package whenever you see fit!
Your customer line never told him that when he will be changing back, you will change the package! You are stealing customers money, and breaking your contract!
I would very much like to know what you are going to do? I am going to take this to the broadcasting commission and going to the consumer board. This is absolutely unacceptable to treat a client of more than 15 years like this.

Regards

Lizel Meyer

I've upgraded to price lock in July 2019. I made a manual payment in June 2019 and on the 28 June 2019 a debit order went off. They only came and install the new decoder in mid July 2019. In July another payment went off of R1100. I called and it's clear these agents are clueless as it clearly showed I was not suppose to pay in July 2019. The price locked we signed up is R899. August 2019an amount of R1900 came off. I phoned on several occasions just to be informed that these agents don't have a direct number for these price lock agents. How come? You promote a package but no one can get hold of you. This is ridiculous and somehow a person wonder what is the amount that was initially filled in on the form. I was suppose to get a reversal for the extra you deducted but nothing. I want to expose this to media and warn people of this

I called DSTV customer number cause my catchup doesn't seem to be working. The lady who picked up the call, asked me questions around when was the catchup last functional ... I as a customer was oblivious doing my best as I knew how to get to the bottom of the problem so it can be fixed ... basically she said " Mam you have an attitude" ... now I don't know how your call Centre stuff is trained, but where I come from that's never a language you use when dealing with clients or even colleagues .

And I am extremely upset and can't wait to get rid of your products if this is the assistance I'm going to get going forward .

Sometime in April I took over a Decoder from someone else through change of ownership, which was confirmed to be a success by Dipuo Moeketsi on email to my suprise this month my channels are blocked yet the payment was done on the 27th when I call your call center I was told that the Decoder is still under the previous owner, was advised to go to one of your outlets of which no one is able to assist I've been sent back and forth.

Hi

I'm writing the email to express the pathetic customer service I have received from multichoice.
I phoned multichoice JHB call centre on the 28 /7/19 to down grade my package from to the DSTV access, but was told I could do in on the 26/8/19 as that was the date on my payment, so I decided not to connect till then.
I call DSTV call centre on the 26/8/19 as was requested to do so to downgrade my package, I spoke to a lady by the name of Thembikle who inform she will do it now and that I should just pay for the package I require and reconnection fees.
She told me to pay and email proof of payment to which I did immediately. I then Call to verify that proof of payment was received and to be reconnected, a lady by the name of Kayleen reconnected me.once I page through the channels I noticed I was still connected to my previous package, so I decided to call and queried this, this time I spoke to lady by the darnel, she told me the package was note change initially as I was told it was and that she will escalate the matter and ensure that it will be rectified within 24 hours.

2 days pass and this is now done, on the 30/8/19 morning I received a SMS from DSTV that I am disconnected for not having done a payment.
I call DSTV the moment I reach home. I spoke to the first person on the call centre who told me that she is not able to assist me as the systems are done which was a lie, I request to speak to a manager and wait for more than 15minutes on the line and then the call cuts.
I proceed to call again, this time, not explaining anything just requesting to speak to manager, I was put on hold again and wait for about 14.5min this time and the call eventually cuts. I call DSTV again and speak to a lady by the name of Antonia, I explain to her my issues and request to speak to a manager and this time I'm told all the manager are in a meeting, I insist to speak to someone and after 20mins speak to a lady by the name of Minola, who now wants to rectify the problem on the system ( initially was told systems are down.) .she does reconnect me and I wanted lay a complaint to which she gives me a number that does not even work. I was not frustrated irritated and angry, I called DSTV once more and spoke to a guy who I voiced my frustration and was requesting a complaint email address. Then my airtime finished, I had wasted R150 of airtime trying to rectify a fault that DSTV should have done .now this has costed me 1 and half hour of my time and R150 additional of my money in airtime. I call DSTV today again just to get the complaints email address and just queried how much I will be paying at the end of next month and I was told by Sanele shange ref no 2264796/I79 that I was doubled charged on the system, he told me he not sure why I was double charged and promised to rectify it immediately - only hope this done and the service is so poor from DSTV.

I would now like to know how will I be compensated for the R150 I spent with calls yesterdays to DSTV to rectify a fault that DSTV has made, that the incompetent staff could note perform a simple down grade.

I await your speedy response .

If I don't received a response I will definitely share my experience on every social media platform.

Kindest regards

Vikash Maharaj

[protected]

On 19 August 2019, I submitted change of ownership forms via email. I received a reference number(1793054) on 20 August with a notification that the systems are being upgraded and will be down till 11pm. I inquired if it was till 11pm on the 20th and if I will be able to call in on the 21st for assistance. This was confirmed on email. On the 21st I called and was told that the system was still down and that I should call the next day. I did the same on the 22nd and the 23rd. On the 23rd I got through to Siyabonga and he said that they had received my documents and that they would be processing it and apologized for the delay. He also took all my details to open a new account for me. After spending 40 minutes on the phone, he confirmed that I have been registered on the system to start using the Dstv once the change of ownership took place. He also mentioned that someone would be in contact with me that evening with regards to the change of ownership (ref: [protected]-i114). To date I still have not received a call. On the 24th of August, I decided to go into the Dstv Branch in Cape Town, N1 City. A consultant, Peace (at teller 38) assisted me. She had to recapture me details as it was not done on the 23rd. After capturing my details, she said there was a problem as they system says I'm on it but it can't be found. She went to the back office to try and sort this out. After a while, she came back and said that they are trying to sort it out but it could take a while and that we can leave and she will contact me. On the Sunday she contacted me and said they are still trying to sort it out. On the Monday she said they are still struggling to sort it out but she is going on leave for the next two days. As she is sitting with my paperwork, she has to be in contact with me when she is back from leave. We are now on Friday 30 August and no-one has contacted me. I called Dstv again to try and see if anything has been done - nothing. No change in ownership and not creating of my account.
It is quite pathetic that it is taking two weeks to try and sort this out - and I am doing most of the following up. Why do you give us reference numbers if they do not get worked on by your staff? I hope to get an answer as soon as possible with regards to this.

I received notification on Tuesday 27 August 2019 at 08:38am, informing me that my DStv was stopped as I had not paid. To reconnect, I would have to pay R653.38 using ref no. [protected] (screenshot attached). I would like to know how you came up with this amount?

I phoned the call centre and was given a number "for the pricelock department" which doesn't seem to be working. I phoned in again on Wednesday and the lady that assisted, logged a call (ref no. [protected] - C1) with your finance department to contact me because I should not have an outstanding balance. I have yet to get a call from them.

Yesterday, 29 August 2019, I tried the "the pricelock department number" again and still, no joy. I called the DStv call centre again and the lady I spoke to informed me that there seems to be a technical issue debit order and pricelock customers are being disconnected and no one knows why. She promised to send my details to the department that deals with connections and promised to do her best to get me reconnected by close of business yesterday.

It's Friday 30 August 2019 and I still haven't been reconnected nor have I received any further communication from DStv. Talk about the worst customer service in the entire world!

I urgently need an explanation on what is going on!