MultiChoice Africa / DSTV
Reviews and Complaints

Complaint and claim.

I bought a new 5U HD decoder. The decoder box says it works with a single unicable LNB. I bought one single LNB. I called an installer to install. It turns out that the single LNB isn't compatible but only Smart LNB or use of a diplexer. The information on the 5U decoder is misleading and false. Now I need my money back for the single LNB so I can buy the Smart LNB. One of DSTV's advisers/call agent also confirmed this installation compatibility.
I need a refund of R150 refund or a smart LNB discounted by R150, in the name of business fairness. It is only fair to agree that I was misled into buying a single LNB by the information on the 5U HD decoder box. Had I been given/shown correct information I'd have bought a Smart LNB straight away without wasting my R150 to buy a single LNB.

I took over a friends DSTV decoder and completed change of ownership forms. I HONESTLY thought that if I do not pay it ends at the end of the month you have paid for...the reason for this is that I had not paid at the end of one month and i received an sms saying they regretted to inform me but my services had been cut, but I paid for it during the day and when I got home my service was on. I completed the change of ownership form and clearly marked on there that I was NOT familiar with the terms and conditions. I have since been receiving non stop calls from collection agent and I HAVE TRIED FOR 2 months to resolve this issue with DSTV and they assure me that they will sort it out and come back to me and then I do not recieve any call back again. My latest call was with DONALD who PROMISED me he would call back and it has been one week and he has not called and I am again receiving calls from the collection agent. This is absolutely disgusting behaviour from such an enormous company using bullying tactics like this. It is so frustrating not being able to resolve the issue either as NO-ONE EVER comes back to me as promised. My reference number is #9538389. Initially i owed R122 which i will not pay as I did not even use the DSTV after the month i cut it and the fact that they left it running for a few days is not my problem at all! My name is Maxine Mullin. ID [protected]

Totally disgusted by the service provided to the elderly! Total rip off..!

My 80 year old grandmother whom has a dstv account since 2012. Paying an extra R20 for insurance since 2012 = R1440 current.

On the 15/01/2018, the decoder stopped working. She went to the nearest dstv in Mitchells plain and they had no stock on decoder to replace the old one. On the 17/01/2018 I called dstv Westgate branch and was advised that they now have stock. My grandmother then went again, and when she arrived they advised still no stock and that she needs to go to vangate mall. Already more than a R150 taxi fare wasted!

when she got to Vangate mall, they gave her just the decoder no plugs nothing, when she returned home and called in to the call centre she was advised to get out a intstaller. She did so paying a extra R250 call out fee, purchasing a hdmi cable and power plug, additional R300.

Now you tell me DSTV, is this how loyal, elderly customers who has never ever defaulted on premium or insurance is treated?!
R700 Later, is this best practice? why was she paying insurance? Would it not have been cheaper to just pruchase a entire new decoder from a shop for R350?
I need answers regarding this as I feel it is totally disgusting...! What was the insurance covering?...
Account number = ********** 3
ID = ********** 468083

Your customer services at multi choice upington is poor...you can't have 1 staff member helping 7 people, and worst of all she does not know her products...1 customer at 1 hour...that sucks...the branch manager run in and out of the building not even interact with the customers about why the service is so poor or why there is only 1 person at the counter...

I have been having endless problems with my Dstv account ever since I upgraded from Dstv Extra to Dstv Price Lock. I am sick and tired of calling the call centre and having to repeat myself on every call. Is it not stated on your system? Or are the call centre agents so incompetent that they cannot see what my query is on the system?!

So here's my story:
On the 1st of December 2017 I officially moved over from Dstv Extra (with extra view) to the Dstv Price Lock package (R550per month). My debit orders go off on the 20th of every month. On the 20th of November, R574 was debited from my account. Bear in mind that this is a payment for December. As far as I am aware, I've always been paying in advance. I called Dstv on the 1st of December and advised that my explorer has now been installed so may I please be moved to the new package so that my previous package could be cancelled. (ref. for call * 5-i76) The agent Monwabisi told me that on the 20th of December an amount of R624.60 will be deducted as it is calculated pro-rata seeing that I've already paid for December. I was cool with that and assumed everything was sorted. However, on the 20th of December, an amount of R994.60 was debited from my account. Why?! Due to this unexpected debit, I had to suffer the consequences of unpaid debit order charges for my other debits that rejected. Is Dstv now going to pay for my bank charges?
So I called the call centre on the in January 2018 to query why was this amount deducted in December. Having spoken to the many different call centre agents who told me that it was a fault on their side, they do apologise and will correct this on the system. Some of the agents apparently even escalated it to the supervisor. I wonder. I spoke to Sifiso on the 12th of January (ref: i80), he advised that the amount of R370.50 will be refunded back into my account within 4 working days. This never happened. I then get an sms on the 17th of January stating that an amount of R1038 with deducted on the 20th January. I panicked. I called the call centre immediately again to find out why I received this sms. (ref: i87) I spoke to Taahira Pennekin who was kind and promised that this problem will be resolved once and for all. She said that an amount of R489 was owing to me and not R370.50 which Sifiso had advised previously. She advised there was no progress on the refund so she was going to instead credit my account with the R489 and I would have to pay a difference of R60 which will be deducted on the 23rd January. She confirmed that the amount of R1038 will not be deducted from account.
On the 20th of January Dstv deducts the amount of R1038 from my account! After numerous phone calls and confirmation that the matter was resolved, this had still happened.
I am fed up! Honestly, I am tired of being nice! Why can't this problem just be rectified? And please I want my monies back! Please go back and re-calculate exactly what I should be charged. Please can somebody do their job properly! I do not what my account in credit. I want to be refunded!
I want this resolved today! Or I will gladly reverse every debit order for the last 3 months and I will cancel my subscription with dstv!
The customer service sucks! The call centre agents need more training on their products and also on how to calculate.
I expect a response and a solution.

Good day

In November 2017 our debit order for our dstv did not go off I contacted dstv on the 28/11/2017 to advise we have not been debited and the consultant advise we do not have to pay for November 2017 as our package has changed from price lock to we over paid our next payment date will be on the 25/12/2017,

on the 07/12/2017 our service got disconnected when I called wad advised payment for Nov 2017 was not received when I advised it was not fault on our side we were reconnected and was advised will be contacted by the manager that never phoned than we got disconnected the following week again I called in again and spoke to a teamleader Lela who eventually made an arrangement with to pay the arrears over 2 months of R1161.00 in Dec 2017 for the subscription fee for Dec and half of the arrears and the balance of R251 in Jan 2018 she advised we will not get disconnected and she will stop the debit order and we must pay cash for Dec she will call me in Jan 2018 to reinstate the debit order,

since the arrangement we have been disconnected almost every week and I must call in they reconnect the dstv but no arrangement are being loaded

Today the 19/01/2018 iam calling dstv for the amount the arrears now Iam advised to R1717.18 of which is more than the arrangement I made in Dec and the teamleader Lela no one knows her,

Iam not going to pay the arrears for Nov 2017 as the error was on dstv consultant side please listen to call for the 28/11/2017

My account was mysteriously upgraded to premium from compact without my knowledge. I had left in my account enough money to cover for the debit that I knew of but multichoice debited more than that which resulted in the payment to be reversed due to insufficient funds. My services were disconnected. I phoned multichoice several times (with my own money) to solve the issue but I was told it's my fault that they did not find money in my account. I tried to explain that there was money it's just that multichoice debited more that the agreed amount, in fact, double that. Now I am supposed to pay reconnection fees that were none of my fault. I tried to tell them to debit the money but they said I must go and pay personally. This service sucks.

Ref:9550507

This is now terribly disappointing and irritating, we have requested for our account to be transferred. I wouldn't have asked for this if I knew of such a hassle for this to be done, I had to send numerous emails to get the transfer done of which it was eventually done. On the form itself I indicated that I would like for the credit in my account be transferred to the new account holder which is my wife but that was not done. I paid my account in early Dec 2017 for the month of December of which I was able to view the whole December, I paid my account as well on 05 January 2018. My account was disconnected last week Sunday because apparently I owe the same amount I asked for it to be transferred to the new account holder. I questioned this last week Sunday and my account was reconnected. NOW ITS DISCONNECTED AGAINBECAUSE OF THE SAME PROBLEM AND IM REQUESTED TO PROVIDE PROOF ACCORDING TO THABO THE CONSULTANT I SPOKE TO TODAY, PROOF THAT I HAVE PAID THE ACCOUNT IN DECEMEBR 2017. THIS IS A PROBLEM BECAUSE I DON'T HAVE THAT PROOF AND IF DSTN HAVE RECORDS OF ME PAYING MY ACCOUNT I DON'T SEE WHY MUST I PROVIDE THE PROOF OF SOMETHING THAT IS AVAILABLE OF DSTV ACCOUNT ELECTRONICALLY, I NEVER ASKED FOR A NEW ACCOUNT, I HAVE JUST ASKED FOR THE ACCOUNT TO BE TRANSAFERED TO THE NEW OWNER BECAUSE OF PERSONAL REASONS. THIS IS TOTAL NOT FAIR THAT I BE GIVEN INFORMATION WHAT I NEED IN ORDER TO CHANGE OWNWERSHIP AND IN NEXT GET A PROBLEM WITH THE SAME INFO I PROVIDED TO DSTV. FIRST I WAS TOLD THAT MY REQUEST TO GET THE CREDIT TRANSFERRED TO MY WIFE WAS AWAITING APROVAL AND TODAY, WITHOUT ANY RESPOND TO MY E-MAIL OF REQUEST, MY ACCOUNT IS DISCONNECTED SAYING MY REQUEST TO MOVE THE CREDIT HAS BEEN REJECTED. i don't know how to solve this as this is actually frustrating and needs to be resolved. DO I NEED TO PAY AGAIN TO GET THIS DONE AS THIS SEEMS TO BE MY PROBLEM NOW THAT I CAN'T PROVE I PAID I DECEMEBER?

After seeing the adverts. I decided to add on one the price lock options to my grandparents account. So I called in November (was trying to beat the December rush) but had to wait until mid December to be called back(on the 12th of December to be exact) I did the qualify questionnaire thing had everything verified and was told the decoder would be delivered and installed in 7-10 working days. IM STILL WAITING.'I called in again maybe 2 weeks ago to find out what's going on but was told that the agent I spoke to didn't process the application but that someone would get back to me. I just feel like if DSTV doesn't have to resources to deal with the traffic that come from processing products why advertise it in the 1st place

I am a DSTV Premium subscriber for many years. By the 1st week in Nov 2017 we could not view some of our channels. Error code E48-32 was displayed. By the 2nd week we realised it cannot still be a weather problem. We phoned the call centre help line on 18 Nov 2017. After several attempts they advised us to have our HD decoder tested. We had it tested by RF Technologies and no fault was found with the decoder. We contacted Apro Audio who replaced one of wires leading into the house. Still no working channels. Had the decoder tested again. It is in fine working order. In desperation I then bought an Explora and had it installed by RF Technologies. Still no restoration of the following 21 channels: 103, 104; 105; 106; 110; 115; 144; 147; 161; 194; 200; 201;203; 204; 205; 206; 207; 208; 211; 900; 901. The frequency of these channels are: 1155 4000V & 1154 000H respectively. Johannes (cell no. [protected]) of your so called field team could not assist. All his promises was of no avail. According to him the problem should be sorted out by Icasa. We are not Clients of Icasa! 9 phone calls and 8 emails later our problem is still not resolved. We have given Johannes until 20 Dec to fix the problem and again gave extension to 20 Jan. He does not give ANY feedback and the same with the Helpdesk. On 4 Jan Johannes informed us that Multichoice is willing to refund us our premiums for mid Nov and Dec. Only time will tell whether this was another empty promise. I have also sent an email to Icasa on 14 Dec, but have not received a response yet. Must we lodge a complaint and go on TV with Carte Blanche before you will pay attention? It would appear that as long as I pay my premiums you are happy to receive and under no obligation to deliver service. It also appeared that the help desk attendands read their replies from a text and they cannot assist if the problem is outside of the scope of their text. A Moolman

Good day

Our entire experience with DSTV has been terrible.
We were month to month DSTV premium subscribers with no issues.
We applied for the DSTV pricelock option in October 2017. It then then took almost a month to conclude the application and for the items to be couriered to us. This was due to what they say is a backlog and the consultants taking down our address and telephone numbers incorrectly. Once we received the items we then got an accredited dstv installer to put up the dish and do the installation in the middle of november. Our DSTV has not worked since the installation. We have tried to get the installer, company name SETTRONICS, to come back and and fix the problem but he says he has to charge us now, which is absolutely absurd. We have complained to DSTV call centre and no action has been taken as yet... so in conclusion we are paying for a service for 3 months for nothing.

There are a lot more details which I have not includes in this message as to why this experience is so unpleasant. We feel like we are upholding our end of the arrangement by paying for the monthly pricelock subscription.

If this is not resolved urgently I will take this up with whatever board needs to hear my case.

I await an urgent response and resolution.

Regards

Zain Marais
[protected]

Good day

Further to telecon, please find report below by the company I had to get in to fix the mess and pay separately, i.e. Terrence cannon from hi end audio visual.

Complaint against :
Installer : craig elhers
Company: stargazer installations (copy of invoice attached as proof)
Cell: [protected]
Areas: east london, kei mouth, komga, morgan bay and haga haga.

- lying to me and guests that damage was caused by lightening (had no lightening) - this is how I discovered that it was all bs, chatted to guests and they told me he had used a meter to check electricity and had shown that it was working while telling me it was at 0%
- discovered that he did not follow up on insurance, wanted to charge me (and as per below for a cheaper version) - this happens when you are a woman alone and do not have technical knowledge - really disgusting business practice.
- always stating that he will be back, and not coming back to finish job.
- cell on silent and too busy to respond.
- lied to guests in my holiday cottage - on three different occasions (have whatsapp messaging as proof)
- wanted to get a local guy that works from home to come into my house and fix his mess and then pay him himself, not happy to get just anyone into my home.

I have given craig two opportunities to rectify the situation, an apology for lying and charging for items he did not fit. Have had no response. He dropped off the hd pvr for terrence to install and ran out like a scalded cat - obviously realising that that he had been caught out in a lie.

I feel that this needs to go on some kind of record and that seeing he is representing dstv that this be addressed - in the long run dstv gets a bad name for having representatives misrepresenting them in the marketplace.

Really bad experience and service!

Kind regards
Heidi curtayne
38 donax drive, kei mouth
[protected]

From: terrence cannon
Sent: tuesday, 9 january, 10:16
Subject: report
To: heidi curtayne

Good day heidi
I hope that you are well.
My report from brendan.
To whom it may concern.
Re, mrs h curtayne
The client was charged for a multi switch and a amplifier which was not installed when we went to repair the extra view.
A single view decoder was installed without a working lnb feed and with no diaplexea.
The clients hd pvr was insured with multichoice so it just needed to be taken in and exchanged at multichoice, but instead was replaced with a single view decoder which made the client lose the recording function.
I hope this helps you understand what he did at your house.

Kind regards
Terrence cannon
Cell, [protected]
Tel, [protected]
Hi end audio visual
Where the experience begins
Shop no 3
New colonnade building
Devereux avenue
Vincent
East london
5247

I have the premium compact package for R459.00 p.m in my holiday cottage and the premium package for +- R950.00 p.m at my home.

There ae mainly advertisments for majority of the shows.
Furthermore, there are so many repeats on shows.
Recently the shows with Suzelle is really annoying me as i cannot understand how her shows god to make it on TV - i would rather read a book or spend time in the garden as i find that i am really not getting any value for money from DSTV.

uncapped data with Telkom is R700.00 per month - i would rather spend this money on uncapped data and watch what i want when i want.

we live in a time and place where value for money is everybodies main concern and priority.

Really really diappointed sustomer.

I would like to share my displeasure with DSTV programs especially the compact package.Are you guys tellings that the 365.00 rand we pay is worth nothing but the ridiculously repeated programs you continue to show us across all 3/4 of the channels.How can we watch what we were watching January 2017 in january 2018, e.g for my kids "goldie and bear, sofia the first and mickey mouse all repeats everyday, for adults e.g "Lethal Weapon" and other drab repeated programs i mean really guys, this is so unacceptable...if our money is chump change at least change e programs even if thier are old movies because this repeating of programs a 100 times is absurd.Please change the programs, they totally boring.

Disgruntled Customer

Archie Migeri
Milnerton
Cape Town

Hi

My name is Thulani Mthembu

Please note, my signal are not working, I call that Guy was doing my installation from December 14/12/2017, he said he will come but he- didn't, His Name is Sandile, his cell number is [protected], he keep promising me that is coming until Today, my Family are not watching nothing,

I will appreciate the quick respond.
Thulani Mthembu
My cont: [protected]

On 20 December 2017 I agreed on a promotion deal with a Linda to upgrade from Premium to Explora with Extra view and insurance. She promised to have the Explora and additional equipment for installion delivered to me from Johannesburg to Cape Town via Takealot although I offered to collect it at the Cape Town branch myself, saying its not allowed. She said delivery will take 5 working days.

Untill today no communication from any Dstv staff member as why I have not receive the delivery or when th process will commence. I have made numerous calls to [protected] speaking to agents including Abigaile, Thembi who claimed to be a supervisor but refused to give me her surname, Miriam Heyns who was a manager and Musa who is a supervisor. This is excluding some people did not record the names of.

Every time I was told they will escalate my concern to someone else via e-mail and I will be contacted. The lastbpeeson Musa Dlalisa told me he will get a senior manager to call me back in a few minutes. That was almost an hour ago.
I have been a paying customer for morethan 20 years and are discusted with this level of service delivery. Dstv can run promotions and glorify themselves every few minutes on air but can not deliver or appreciate their client base.
Its time we get another pay per channel provider in South Africa and stop this monopoly.

T Jenkins

i applied for pricelock, it was approved, they asked me to forward supporting documents, and i have done so, and since have not received any feedback regarding this issue, i have sent plenty emails asking for feedback and no response, this is very bad service it has been 3 weeks since application.
i would like someone to assist me regarding this, i cannot wait any longer for my decoder and installation.

Dear sir/madam

I recently purchased an explora and wanted extra view, and the installer gave a ridiculous price, because he did not want to install the extra view due to other customers waiting, that he could charge those ridiculous pricing to. The installer and the supervisor I spoke to could not help me. My questions is: Why is the multi choice call centre there if they can not help customers. I am so furious and disappointed with the service. This is horrible service from a big company. I am not leaving this issue here, if my compliant is not resolved in 48hrs. Companies can not treat customers in this manor.

Regards
Peter-John
[protected]

I spent almost 3 hours on the phone trying to resolve issue with extra view. I spoke to 4 different people. The first consultant eventually got it working . It only lasted for about 20 mins. The second consultant spent about an hour on the phone and eventually made the situation worst which ended with no picture at all and insisted it was a connectivity issue and transferred me to a consultant called Andre. Who firstly was no briefed on the issues I was having and I had to explain. Andre needs to be fired as he has no regard for customer service, no work ethics and zero listening skills. He was rude, unwillingness to listen to the issue and kept insisting I need to get an installer out. I pay R1890 a month for subscriptions for DSTV at my properties and the level of service and incompetence is shocking. The fourth consultant tried to delink and relink extra view but could not clear the issue and said she would need to escalate to the extra view consultants and that they will calll me in an hour. I am still waiting 2.30 hours later

I would like to lodge a complaint about an accredited installer called Kadi from Midrand. I bought a full Dstv installer set. Mr Kadi came to do the installation, as a recommended accredited installer... He found that a dish with an LNB was already installed on my roof. All he did was just to set up the decoder. After installing the decoder he gave me back my dish and fittings but took my LNB, promising he'll bring it back next day. 6months later he hasn't returned my LNB. Your accredited installer is a fraud and a conman. I hope someone from Multichoice will engage him. He is ruining your reputation as a brand. His number is [protected].