MultiChoice Africa / DSTV
Reviews and Complaints

My dstv keeps on being disconnnected every week, i called the call centre more than 10 times and i spend more that R200.00 on calls in order to sort out my matter, they always say they will check and come back to me and they never come back to me, the customer service in the call centre is terrible no body wants to help at all.i had two dstv with i paid for more than three years in november 2018 i cancel one and started to pay for one. Dstv now is cancelling my services saying i did not cancel the other one i must pay for it too

Hi!
I'm a DSTV customer who has recently been experiencing extremely poor service from Multichoice/DSTV. I've been subscribing to DSTV plus the Indian bouquet since 2015 and in November last year I started having trouble with my decoder.
I tried contacting the customer service center and as they were unable to help me, I took the decoder in.
They could not find any problems and suggested that I contact an installer.
When I did this, some agent suggested getting the price lock option with free installation as that would work out better in the long term. So I continued paying for my non-existent services while I waited for the delivery of the new decoder which was delayed. There was of course no delay whatsoever in the activation of the debit order because that actually involves payment that is beneficial to Multichoice. And obviously there was no communication from their side to the customer.
Eventually on the 5th of January, the installer came in and did the installation and activated the dstv services and added on the Indian bouquet.
On the 15th of January Multichoice debited R1048 which is the same amount (not the new contract pricing) as before and deactivated the Indian bouquet services. I work late and literally have gotten home at 00:00 or 01:00 until today and Finally managed to get a call in just before 23:00 today only to be told by the gentleman who answered (Sifiso) that it was unrealistic of me to be phoning at an inconvenient time for him because he needed to catch public transport and go home at 23:00.
I cannot actually explain how disgusted I am by this kind of service and attitude. Someone like that should definitely not be working in customer service.
I'd like an explanation as to why the new pricing has not been applied and why the Indian bouquet services were deactivated. I'd appreciate the communication via email because Multichoice obviously pays their call center employees to tell customers about public transport concerns and realistic expectations when I use my airtime to phone in at the only possible time I could manage.
Also I'd be grateful if someone could have a chat to Sifiso or find him a better suited role at Multichoice since I don't believe that there are many customers who phone in at 22:51 just for the fun of it. I certainly did not.

Was in arrears with my account and needed to pay R435 to reconnect. I have gone online to pay on the 29/12/2018 and I was informed to pay R323 to reconnect my services which I have done. Today I get a text saying my services have been suspended as I owe R435, which was not updated when I went to pay online. This does not make sense for me to pay R435 when R323 was paid. I will be taking this to the financial ombudsman because your service is terrible and you are not transparent with your customers.

My DSTV is suspended late around 14H30 on the 3rd of January 2019, but earlier on the 3rd of January 2019 I made payment using my cell phone app an amount of R532.00, Ref no218766. I call in and I was told that I was on the grace period for viewing, I need to pay additional R120.00 Ref No6342 and another additional of R20.00 Ref No794267on the same day. Using your Absa bank and account number [protected].My services were re-connected for two days, then suspended again due to non payment. My husband had to pay again R694.00 on the 10/01/2019 Ref [protected].

I fax proof of payment to proofofpayment@multichoice.co.za, mollyramela@multichoice.co.za, Portia.Phiri@multichoice.co.za, mbulelo.mabhula@multichoice.co.zam mothupi.mphuthi@multichoice.co.za.

Ive been loyal customer to the DTSV/ Multichoice but their customer care consultants sucks! When it comes to helping us. At first they told me I owe R329 on my account I went and pay that they connected me for two days next thing I owe R366 and I went to pay R400 and now their consultants kept telling me different stories, this low feels like we've being scammed or what, this is really a [censored] thing to spend money. I wish someone can invent a new network that we can all go to since we receiving a kak services from this DSTV nonsense mx!

Acc: [protected]
Contact: [protected]

[protected] is my acc number. My services were changed to premium package last year december of which I did not request such. Come january I was told I owe r55 and I explained that I did not request for my package to be changed in the 1st place. Then I was told it was a system error otherwise I do not owe anything. Last week again my pvr services wer cut off. This time I was told I owe r130 and I had to explain myself again. I am however not getting any response as to who changed my package, who authorised my package change, if it I requested the package change I want to see the mesaages and if I called I want to listen to the recording. I did not get any reaponse to my questions but my pvr services wer activated with no explanation. Now today I am told I owe r63 amd my pvr services have been cut off. Can somone explain to me what is happening please. Or give me the namw of the person who changed my package without my consent.

Hello, I'm aribalusi oluwafemi sola with decoder number : [protected], during this time last month a promo message was sent to me about your offers that implied that I should pay 4000 naira on my account and got upgraded to compact which I did but my actual subscription should of expired on the 24th dec and I made the payment of 4000 naira on the 12 of dec with view that my sub would be rollover but to my surprise today I got a message from you reminding me that my sub will be expire on sunday 13. Please what has happened to my initial subscription before you came about your promo offers... Thanks

In november 2018 we received an sms with the special offer of r749 per month for the explora. We applied for it and november 29, 2018 our application was approved. Since then we have not received anything, although they said we will receive a sms with the details within 5 working days. Today is the 11 th january 2019 and we haven't received anything. Everytime, (which was about 4 times) I phoned, the answer was: "yes we can see you have been approved on 29/11/2018, but we will escalate it, so that they can contact you."
Well, nobody contacted us or gave us the modem up to today! Please, just let us know what the problem is, or are we not allowed to have the explora?
Our account number is [protected] - tc du plessis

Customer Number: [protected]
I contacted DSTV several times in 2018 as they have continuously incorrectly billed my account. After much back and forth the charges on one of the 2 accounts were reversed.

The 2nd account was on a price lock contract. When I contact them mid year, I was told that the contract was ending in November 2018. And my last debit order of R949 would be debited on the 26th of November.

On the 16th of November I received and SMS saying that my last debit for price lock would be on the 26th of December 2018 and then the normal premium of R809 plus R90 would be debited thereafter.

I then contact DSTV customer services in November and spoke to Humphrey who confirmed that the last payment of only R140 was to be debited in December as a last service fee for the price lock package. I then asked if my account would then come to an end because I do not want it moved to the monthly contract. I even asked him if he is absolutely sure that there will be NO debit order done at the end of January and he confirmed that it was cancel.

On the 29th of December I received an sms confirming the R949 was debited for DSTV from my account. I immediately contact the call center again and spoke to Aaron who stated that the account was not ended and that I also owed DSTV +R1500 on a previous account (ref to 1st point, same issue mid last year) - he logged a complaint and told me that he sent my details to the Price Lock department and to his supervisor to contact me as they would need to authorise a reversal/refund and the Price Lock Department would confirm that the contract had ended.

He also promised me that someone who contact me within the next 2 hours. Needless to say, I was still waiting for a call back for both parties come the New Year.

Today (09/01/2019) I contact the call center AGAIN and spoke to Quanele (rather brash individual) and had to relay the entire story to her who was not able to help me either. She had a different view of events in that the Price Lock contract only ended in December and that my account was activated on the 1st of January by Eugene.

I was exceptionally upset as I cannot understand how DSTV can allow someone else to activate an account on MY name and being debited out of MY account by someone else i. e my ex husband who quoted my ID number and Cell phone number - This is fraud - he is not me, there is no way this should be allowed

I asked the speak to her supervisor as I was shocked that this has been allowed and after being placed on hold for a while she notified me that her Supervisor was attending to another escalation and would call me back. I heard this on 4 separate occasions but never received a call back.

She also notified me that my account will be billed in January as it was reactived (fraudulently) at the beginning of the month.

I requested for a copy of my call logs from last year as everytime I call DSTV, they seem to change their story and say that they never said what they did. The refused to give me a copy and said that if I want to listen to the calls then I need to go to a service center - that's at my cost and time.

I want my contract cancelled and I want a refund for the amounts I was told that I would not be billed. I would also like the calls to be reviewed as I cannot believe the lies that they claim. I also want to know how they can active an account by a random person - the individual who allowed this should be dismissed.

I have been receiving messages from this incompetent company multichoice of the amount that was owed to them, which I paid and my services were still not activated, had to call in 3 times still my service was never active and this was on the 2nd of this month, instead I was told their offline and that I must try again later, spoke to a supervisor there who promised to get back to me till date he hasn't which is nothing new, today I call yet again spoke to an agent called zilungile asked her to call me back once my call gets cut off as I don't have sufficient airtime and she told me they don't return customer call backs, asked for her to give me the ombudsman details and their complaints email address she told me to check on the website I held on the line till my airtime got cut off no customer service whatsoever the incompetence there is shocking to say the least iam angry one irate customer, I don't understand why I must always call for catch up services to be reconnect and yet come month end they demand payment where as I have never enjoyed services I pay for, why?

i had a payment arrangement on my DSTV the arrangement was for me to pay R602 on the 28th December 2018 and my services would be reconnected until the 02nd Feb 2019, i spoke to Kwenziwe on the number 0112892222 at 15:45 this payment was made then the arrangement was for me to pay R740 from the 02nd Feb 2019 gng forward to my surprise my services was suspended again...i have had a terrible experience with them was also send from pillar to post they have the poorest customer service and im so disapointed in them my details are below.
Account number:[protected]/ Customer number:[protected]
contact number [protected]

I paid R532 to activate my decoder.When i phone you the lady assured me that there is not going to be deduction in December but t notice they deduct.I there claim a refund because it seems that i paid double.My account nr on the old decoder is:[protected] and on the new decoder is:[protected].The lady told me that it is going to be one account.please tell me when i gonna be refund?

The complaint I to Multi choice is multiple.
I have been a customer for nearly 20 years were always loyal and pay my account round about the fourth of each month yet they will see it fit to harass me continually for the payment. With all my history with them I have never not paid my account and according to the account I am always not due for a payment and are mostly in advance. Yet they will cut the service.
Now with the rate they requested I did no query this in all the years and accepted the status quo.
I pay +- R970.00 p/m for the service. But Multi Choice keep repeating movies and series all the time. I do not have a problem with repeating the products but as a premium describer I Pay for all the channels and will run into several movies and products over the the whole bouquet several times and that is a waist of my subscription.
They then offer more service if I connect to the internet. This I do not mind either and yet I pay +- R699.00 p/m . This makes my entertainment packet with them +-R1660.00 p/m. And the the following happens when I download a move there is a due date attached to it and I find that even series and movies I paid through my Dstv service and always were available needs to be downloaded as well where it was always available before I installed there WiFi dongle. So it seems that Multi Choice treats their premium customers as cash cows. to be milked for every cent they can get.
Here is the shocker is that they can not believe that they are loosing clients to Netflix, and blames other parties for the own inadequacy. I think that is high time that their customer base needs to know what they are doing.
I have a history with Multi Choice and they have all this data on their servers take note of this treat me with respect and I would stay loyal for many years to come.
Thanks Alwyn

My payment of R385 was made on the 24/12/2018 at Pep stores Durban store code(6522) at 13:23 with transaction ID:016522030327300ZA. On the 26/12/2018 i received a sms stating that i needed to pay R435, so I new the payment of R385 was made and i was only outstanding R50 which i sent my sister to make the payment of R50 on the 26/12/2018 and she made it at Pep stores Durban store code-(6580) at 12:33 with transaction ID:016280030615985ZA.Both payments made to my DSTV account number:[protected].On the 26/12/2018 my dish was disconnected so i call in and spoke to Philani Nkosi .I was told to send in my proof of payment and they reconnected my service.So on the 27/12/2018 i sent in my proof of payment to this email address:proofofpayment@dstv.co and CC:philani.nkosi@multichoice.co.za.I then received a automated email back from proofofpayments with my inquiry reference number:1341638.Please take note every time during this time i call the call center these a voice telling me i owe R485. On the 28/12/2018 i called the call center to enquirer how far is my query, i was then asked what query then i explained the whole story, then i was told, its with payments department, i said okay thanks.I called again on the 29/12/2018 asking for feedback about my query and i had to explain the story again and was told the very same thing as the day before, its with the payments department, i said okay thanks.On the 30/12/2018 i called again, same feedback.On the 02/01/2019 my dstv was disconnected, so i call the call center the voice recordinfd tells me i owe R535 then i go to speak to a agent i spoke with the first person not sure of the name and i had to explain the whole story and she didn't have a clue what i was talking about then my airtime got finished.Nobody had the decency to call back.So i call back again and i get miss rude agent Lebogang. She was was saying she cannot assist me because i needed to send the proof of payment, then she asked for the payment transaction id i said i dont have it then i said shouldn't it be on a history report on my account so who ever i speak to can view it she said its not there and she asked who i spoke to so instead of saying philani i said Thulani she bit my head off for saying the wrong name and treated me like i was lying.Only when i said i need a email address to complain about the pathetic service i was receiving, she said these no email address for that, so i said i would like to speak to somebody else that in charge, then she put me threw to a supervisor who name was marupeng or maupong not sure if that correct but its sounded like that and i had to tell him the whole story again by then i was pissed off.My airtime got finished and the supervisor didn't even bother to call me back.Today is the 03/01/2019 and i called in for feedback on my query and spoke to Spamandla who was so pleasant listened and understood me clearly and he even escalated my query for the first time imagine.Please take note as i called the call center on the 03/01/2019 i was told i owe R535.I am so disappointed in the service i received from DSTV and this is even the only complaint i got.Today my query is still not resolved.Please help.

On 22nd Nov 2018 I received an email from same DSTV about a R749 2018 Black Friday "price lock" promotion which I applied for and subsequently received confirmation on 27 Nov from same company that my application had been successful. I have been following up with them since 9th Dec and am been given a different kak story everytime I call. On 21st Dec I went to their walk-in centre and was promised delivery and installation by 31st Dec - we are now on 2nd Jan 2019 and I haven't even received so much as an SMS from this company.

Mind you, I'm a Premium subscriber who has been on debit order since 2012 yet I'm being treated like a beggar. Clearly Multichoice management thinks their Premium subscriber migration to Netflix is a joke so I guess I also need to join the masses and talk with my wallet by switching

A man named Joseph is a con artist who presents his business as a legitimate accredited DSTV installer in Pretoria. The business website is http://dstv-installer.co.za . We experienced a problem with our decoder not picking up signal. We contacted the online number 0792730442. This Joseph (Joe as he calls himself) called from 0639554859 and said he was dispatched as he is technician assigned to our area. He came with his accomplice named Chris, they had an instrument which is suppose to test the decoder. The then climbed on the roof and said it was the LNB unit which was damaged. They pretend to replace it and it was working for an hour and then stopped working. I paid R800 for the installation of a nonfunctional LNB unit into our dish on the 1st of January 2019. He was rude and threatened us when we called asking for a refund because the DSTV was still not working. He stated that he knows where we stay if we pursue this matter. On the 2nd of January 2019 we approached an accredited installer who advised us that several customers have been scammed by the Joseph and Christ(daylight robbers). Furthermore when the accredited installer came on the 2nd of January 2019, they removed the satellite dish and found that an old nonfunctional outdated LNB unit was installed by the person called Joseph. Please see attached photo. The accredited installer then installed a new satellite dish which works perfectly with the Explorer 2. We kept the old dish as evidence and the findings from the accredited installer (Globaltv) who fixed the problem. They are willing to give report of their findings.
They also use a gold BMW as a means of transport.

We would like to be refunded and also see these con artists be apprehended for scamming honest hard working individuals.

They (Joseph and Chris) also use the following website :
https://www.dstvinstallationsbychris.co.za/
063 955 4859
082 051 4805

client contact email: [protected]@gmail.com

Dear someonr or anyone that bothers to show the least bit of interest in the complaint and will actually action this.

I paid my dstv on the 8 december 2018. As normally via eft. Today was my 7th or 8th call to get reconnected.

I have sent proof of payment to your customer care staff. I have escalted the matter seceral times but till today 27 december 2018 i am still getting disconnected. Which is like the 7th or 8th time.

Dstv will not compensate for the numerous phone calls that i had to make or for the broken service.
Apparently their oh so friendly call center agents state that there is a backlog from the accounts department. How can the backlog be fromt he 8th december till 27 december. And 1 thing i can assure you that come tomorrow i will get disconnected yet again.

I certainly believe that dstv is not a great service provider nor do they care about their customers.

Thanks
From a paying customer who has certainly had enough of [censored]. [protected].

Good Day
I hope you are well, I went to KP Electronics in Giyani to buy a standard decoder for R599.00 which comes with free installation on the 24th of December 2018, as I was told. They gave me the decoder and told us the will come to install we asked when they said after Christmas, which was fine with us. The 25th we got the call that they are coming to install which we didn't have a problem, the came and find the previous dish which was installed before which the guys said it was still in good order no need to put the new one but because we purchased the decoder and the dish the they will leave us with everything and use the previous dish as it was working, they left us the decoder was playing only Chanel 100, and they said we have two options to phone Multichoice and activate the channels or wait for their manager who will load the channels for us at 12:00, and we asked if she doesn't do by 12:00, they said call DSTv and add channels by uself, around 13:28 there was nothing happening I called Multichoice and activated the channels. The same day of the 25th December 2018, we got the call from the manager at KP Electronics who said we were not supposed to have phoned Multichoice to activate the channels, and she was very rude, my sister tried to explain to her what happened but the lady couldn't listen, I called her back to want to understand what's the problem, because I'm the person who bought the decoder and I was involved with the installation, she told me I have 4 options,
1. To give them the name of the person from Multichoice who activated my account, or
2. KP Electronics will come take their dish
3. I have to pay KP Electronics R950. 00 for what I don't know.
4. Disconnect the package and let them load again for us.
I have asked a guestion about the R599 standard decoder and I was told it comes with free installation, which I was told yes it comes with free installation, and my understanding was the duty of the installer is to install and make sure everything is in order when the leave our premises, now I'm being harrased for phoning Multichoice and add the channel and now I'm supposed to pay R950. 00 what happened to the free installation which comes with the standard decoder, when I buy a R599 standard decoder doesn't it comes with a dish as package? Why am I supposed to be harrased for phoning Multichoice and add the channels, why the call center agent at Multichoice didn't tell me to contact the installer to load the channels if the responsibility lies with the installers? I have been a customer of Multichoice for long and this is my 5th decoder in my name and I don't understand why this behavior today.
May you please be so kind to clarify me in all the above questions and the options I was given, is it legal or we just get harrased for nothing.

Regards
Mokesh Mathevula
[protected]
[protected]@gmail.com

I must place on record how dissatisfied I am with your service. I have been calling Dstv customer service for the past week to correct an error on your system which reflect a balance on my account. The consultant I spoke to has escalated my query to dstv price lock but still no joy. I made 3 calls to Dstv. The first call they said it will be resolved within 24 hours. After 24hours my account still remain the same. The second call again they said it will be resolved within 24 hours. Checked my account again still no changes. I called the 3rd time same story. Your query has been escalated and fast tracked it will be resolved within 24 hours and a consultant will call you. Its been over a week and nothing is happening. I keep on calling and still Dstv cannot resolve a simple accounting error on their system. It really worries me with the over charge and no one can even fix the problem.

My case numbers and dates called dstv below:
1) [protected]-i361
2) [protected]-i364
3) [protected]-i367

#1171433
#1171465

After my last 3 calls . Nothing has been done and my account has still not been rectified, instead my account balance increased from R1145 to R1219. Called the call centre again and i was informed that they are busy working on my account and my account will be debited and credited once the debit of the incorrect amount has been debited on my set debit date.

4) [protected]-i373
5) [protected]-i376

Phoned on 21st December asking for assistance with Box Office as I am unable to do a rental. Person I spoke to said someone will phone me back an hour later. 3 hours later I phoned again only to get same response from another person working for DSTV. I phoned back today 23rd December and explained my problem to person I spoke to who said that he will ask his Manager to contact me as I have been waiting for more than 2 days for response. Manager will have phoned me max an hour after I made the call (half past 4). It is now almost 9o'clock and still no response from DSTV. Still unable to do rental on Box Office. Very dissapointed in service received.