MultiChoice Africa / DSTV
Reviews and Complaints

Sir / Man

I'm a client having an Explora lock price.
Xolile Bjohn Makhe
ID No [protected]
Last month I paid R763.83. This month I will pay R688.
When I applied it was March. The Explora came on time but was never installed on time. It took a month for it to be installed.
The installer did not have stock. I called the DStv department every day. But now one could help. They agreed to remove that amount of the month I did not view.
But now I have been calling and no one is doing their Job on the financial department it's just promised on promised.

After this I'm taking this to the Ombudsman.
What is going on with my account, I'm supposed to be paying R540 because this is the lock price. But I'm being robbed by Dstv for 3 months now.

Please help

Xolile Makhe
[protected]

I made the payment on the 20th. I get the sms saying that my account is overdue, when I called the call centre I get told that my account will be deactivated tonight, why would they do that? They should wait for me until I get them bank statement to proof that I made the payment. Deactivating my account is not acceptable as per general code of conduct and that would be bad customer service, because it is not my fault that your system shows my account as overdue. 😔 😔 😔 😔

A movie on Studio Universal, channel 112 on Saturday 22 July 2017, 1935hrs titled Commando was said to contain scenes with violence and strong language, but no nudity warnings were not given. I personally feel like these are some of the warnings that are necessary, because given our african culture, it would be very difficult to continue watching the movie if we are doing so with our families. I hope you concider my most sincere complaint

I am extremely unhappy with the service i have been receiving from DSTV.On the 17th july they came and installed the new explorer and ever since my extra view hasnt been working it says waiting for communication from primary decoder. I have been calling your consultant everyday from then without any fruitful assistance because everyone says a different issue, with latest one today on the 21st July saying that there might be sonething wrong with the decoder, i need to take it back to randburg.
Thats ridiculous, my pvr was working before the installing extra view now only the explorer is working but i am paying for an extra view can someone look into that because i am inconvenienced right now had i known i wouldnt have upgraded.
My customer no [protected]

I want to know since when do i have to call dstv every month after i have made a payment, i mean really that time wasting, i have paid my box office account yet they have not allocated the money to my box office account. It just shows you that they do not know what they are doing, i have to pay the same amount for box office every month yet i have paid the outstanding amount and my account is just getting higher after i have paid it. This is getting on my nerves

On the 26th of June I mistakenly paid R7100 into the dstv acc, this was my rent money. I requested help from dstv via Twitter and was told to ask the bank to do the reversal as it would be quicker.

I paid the bank the fee for doing this, 14 working days later the bank told me that multuchoice declined to authorise the debit.

I requested help via Twitter, only to be told to submit a refund request (9008807) last Friday. So I did and pleaded to have the 7 days processing to be hastened.

Today I was told that the funds will be in my acc in 7 days. There is no consideration for the impact of this failed advice to approach the bank, no caring that I am repeatedly asking for a faster turn around time.

I am very unhappy with this, such delays and lack of personal consideration is why I don't pay via debit order.

Am sitting here with no money, and no one cares what I am going through. This destroys the trust I have for dstv all together.

I had DSTV call me to offer the Price Lock Promo. The sales consultant told me that all my services will still remain the same. This is a blatant LIE. Now I get error message E102-29. I dont have any services and now the DAMN thing wants me upgrade my DECODER. To add to insult they want to F!£@(%&$(&%£@ charge me to cancel the DAMN Price Lock and return to my normal services. WHAT @£()!%!)$£*)$£* crap.
I am bitterly and want this sorted out.

I had the dish installed this year. Two months later I had to call them because there was no signal. The technician informed me the dish is installed at the wrong place. He moved it. Not even 2 months later I had to call again. This time the LNB apparently burned. It was replaced. Not 2 months later I had to call again. The dish did not even show anything. Today the technician told me the cables were joined and the joining came loose. He just fixed it with insulation tape. This mean in a couple of months I will sit with the same problem. The guy who did the installation was Karabo. I phoned and spoke to Jomo, who was arguing with me about taking the decorder to DSTV. I kept on telling him it is an installation problem and not the decorder. He asked why did I not get the brackets that Karabo suggested. Karabo never spoke to me about brackets. Now apparently I need to get a cover for the cables where the joining was done. Global TV decided to join the cables, so it is their responsibility to fix the problem. I asked them to remove the dish and refund me. Jomo refused. I want to use a provider who delivers better service

For the last 2 years I have logged +- 10, 15 calls with their call centre, spoke to managers that made promises etc.
When the original installation was done I informed them that I can't "pick up" all the channels, they informed me to speak to the installer, the installer explained that it was because of a bad batch of LMB's and as soon as he received new LMB from DSTV he will come and install...like I said...various call were logged since and to date I can still just watch 20% of the full bouquet...this has been nearly 2 years... This was a complete waste of my money...pls feel free to come and collect the explorer with the dish and donate it to charity perhaps (some reimbursement would be nice)

My DSTV card is [protected].My account was double debited on July 1, 2017. Up to now I can't get any information about refund. I have been told that refund was supposed to happen within 4-5 working days. It's past that time and today the customer service could not explain to me what was happening with my money. I want to know when to expect my money and apologies.

On Saturday the 1st of July 2017, Multichoice deducted over R11000 from my personal account without any authorisation granted.

I contacted the company immediately to understand their reason for deducting so much money from my account when I had already made a payment arrangement with the company. It was well noted on their system. My complaint was recorded and escalted to to their payments department with the garantee that I would be contacted with 48hrs.

Since lodging my complaint the company has not returned any of my queries nor bothered to contact me to resolve the matter.

Because of their unauthorised actions, it has put my account in areas of over R2000 which is more that my monthly salary and also caused me a lot of emotional and mental distress.

Please could you assist me to relsove this matter.

Regards,

Kamogelo Kgaka
[protected]
kamo.[protected]@gmail.com

My customer no is 11374-[protected], I called in on the 18th June 2017 and explained to the consultant that we were experiencing a problem with Box office as we had visitors and could not hire a movie, the consultant advised that it was a general fault and that no customer could hire.
we attempted hiring again on the 01st July 2017 and then had to call in and was assisted by a consultant who was rather helpful and manually hired the movie for us. On the 06th July we wanted to hire another movie but yet again had to call in as our sms's clearly weren't going through, we were assisted by a rather rude consultant named Ntando who instead of hearing me out asked to me to listen to him. i wanted to explain to him the problem we were experiencing as this was not the first time but he did not want to hear me out insisted that it was a general fault, yet again. I asked for a supervisor as he clearly couldn't assist me, my call was placed on hold for 6 minutes. No Answer, we eventually cut the call and called back and asked for a supervisor, we were then told that they were in a meeting and no supervisor could assist. we gave a gentleman our customer details and no one called back to resolve our problem. This is becoming norm with DSTV consultants. Their customer services is clearly lacking and I would like someone to get back to me regarding my issue with box office and would also like an apology from the very rude Ntando.

I topped up my box office account on Saturday, 1 July 2017, via the Box Office website. By Sunday the money still didn't reflect so I called DSTV. The first service agent was rude, unprofessional and all she could say was "I don't know". Put me on hold without informing me and left me there. I called again, was told the money might reflect in 72 hours, which it has NEVER done before - it has always gone in immediately. I then laid a complaint with the Supervisor about Gladnys and was informed she would phone to apologise. Still waiting for the call. Better still, money is out of my credit card but still no box office. I then get a call asking why I gave DSTV such a bad survey rating. I explain the story. Get told they will sort it out. Sent them a snapshot of the payment that has gone off my credit card. Now that is not good enough. They want my full bank statement, full proof of payment, who I made the beneficiary name in, etc. I TOLD THEM HOW MANY TIMES I WORKED THROUGH THEIR BOX OFFICE ACCOUNT, NOT VIA MY INTERNET BANKING! YOU SAY "TOP UP",   YOU PUT IN AN AMOUNT, PUT IN YOUR CREDIT CARD DETAILS, GET A SMS TO SAY THE PAYMENT HAS BEEN MADE. NOT HARD TO UNDERSTAND! Still awaiting a report of where my money is. This is now the fourth person I am basically dealing with. Why do we have to work with such uneducated and incompetent people?  How can these people not know their own systems? Why is it so hard to understand customers?

On Monday, 19 June 2017, I called DStv to find out what the amount is to fully pay for the Price Lock plan. The consultant gave me the amount, and also made it clear that my next payment will only be in January 2018. I made the payment the same day. On 26 June my service was cut off, and it took almost a day to have it reconnected. In the same week I realised that my extra view was disconnected, without my consent. To top it all off an amount of R1, 025.53 was debited from my bank account on 2 July 2017, even though my account has been paid upfront. I contacted the service centre on the same day, and requested that a supervisor call me back. I did not receive any feedback. I sent emails to DStv and received a reply that my account has a credit of R2, 645.83. But no answers were given as to why my account was debited. On Tuesday, 4 July 2017, I called DStv again, and spoke to another supervisor. She said that she will listen to the recording of the call that I made on 19 June, to find out exactly what the consultant told me. She told me that she would phone me back afterwards with feedback. It is 22:05 on 5 July now, and I still haven't received any feedback. This is unacceptable. My customer number is [protected].

Dstv complaint:

To whom it may concern:

I have been a DSTV subscriber for over 10 years now

I have applied for your Price Lock promotion on a Explora decoder, installation etc for 24 months at R959 per month

Currently i am paying R880 per month so this would be, R80 more a month

I have been informed that i don't meet the minimum requirements and both your consultants couldn't even tell me what that is. I also checked all the terms and conditions online and promotion rules and can't find anything

Apparently something to do with your 2 min, credit check formula, as there is no chance if you followed correct procedure to get complete credit check done that, my application would have been declined.

I am very unhappy about the way this has gone down, and even emailed your credit documents department to get answers without any success.

So basically as a last resort i am sending this complaint. If this isn't handled in a timely manner, ill have no option but to cancel my DSTV subscription completely. Maybe a R 10 560 loss on one client for Multi Choice per year may not matter, but to me it is a nice saving.

If i don't get any proper feedback or response on this complaint, i will consider it a closed matter and cancel my subscription.

Desirable outcome: Provide me with the price lock promotion package

Kind Regards
ID: [protected]
Cell: [protected]
JAC Janse van Rensburg
Date of Call: 4 July 2017, 12:00 PM

Please be advised that i disconnected the service on 24 February 2017 through the online portal. Please find the attached photo clip taken on 24 February 2017 when my service was cancelled and linked to the new owner/profile. Please find out from your branch in Bronkhorstspruit when was the decoder and service transferred to the new owner. I sold the decoder to a new owner and he is registered on your system. Your branch cannot provide me with the info as I am not a customer anymore.

The debit order was stopped from your side and no further payments or non return payments reflected on my statement after March 2017. The last payment of R459.00 was made on 02/03/2017.

After my service was disconnected and cancelled, there is no legal binded agreement between myself and you thus you have no right to reinstate a debit order after 5 months (See the paragraph below where the Ombudsman explain that a debit order can only reinstated the NEXT month, not 5 months later.)

Why must i provide you with my bank statement – This is personal info and you have no right to such info?
Who authorise the deduction of R459, 83 on the 03th of July 2017 from my bank account?
Who permitted you to reinstate a debit order on my account?
Please provide me with proof that the decoder was still in my possession after the 24th of February 2017 and the services were connected/link to my profile. Proof can be retrieve from your Bronkhorstspruit branch on the date when the service was transferred to the new owner.
Please check your system on when the decoder was disconnected from my profile and transferred to the new owner. Provide me with the requested information.
Please take note of the following:

Advocate John Simpson from the Ombudsman for Banking Services office says the rules around debit orders are quite clear, but they find that what happens in practice is not always the same.

As consumers we need to ensure that we know our rights and to challenge banks when they fail to deliver.

These are the rules banks need to adhere to, according to the Ombudsman for Banking Services:

Customers can give their banks written stop-payment instructions to prevent debit orders for specific amounts. When a debit order is returned “payment stopped” on the instruction of a customer, the user (service provider) may not process further debits under the system
If there are not enough funds in the customer’s account to meet a debit order, the company can re-submit the debit order the next month, but it may not adjust the value of subsequent transactions to recover arrears.
According to the ombudsman, the banks have introduced a process to identify those companies who have not conformed to the rules of the debit order system. These companies would then be disqualified from further use of this facility.
I hereby instructed you to refund me with the amount of R459, 00 plus costs within 3 days. Failure to do so, I will submit a complaint to the Ombusdman and SAPS.

I have been trying to sort out my debit orders for a while now. People keep saying they will activate the debit order or get someone to contact me back- neither of these ever happen. They have now eventually debited my account (after I have been paying it manually every month) and they debited an enormous amount. I have phoned your consultants, complained on Hello Peter, sent a msg to your Facebook inbox. Not sure what more I need to do to get a response? All I want now is for someone to please tell me what my settlement amount would be on the 24month contract so I can pay it up and cancel. Im done with your pathetic customer service. Thanks

We are very frustrated that certain series don't update on the same day on catchup, let alone 30min after the program has ended. This has been happening for the last 2 weeks. When we phone the customer care line regarding this they are either unhelpful or rude. This is very disappointing since we're paying for a full package with terrible service in return. Definitely considering cancelling our subscription.

Box office Nightmare.

Dstv needs to sort out their systems and practice honesty. Everytime when I pay for my box office account at spar, im only able to view movies after 48hours and thats usually after several efforts through calls and the self service options which cost me more money. Every time the agents say try after 30 minutes. Its a real nightmare and very poor service.

I just came across a movie synopsis for War Room. I watched this movie recently (not on Mnet) and believe the synopsis on Mnet is incorrect.

The movie is described on Mnet as : "Appearances can be deceiving in this drama. A seemingly perfect family with deep underlying problems go to a medium for help."

This is very wrong. There is no medium in this movie. Infact most Christians do not believe in going to medium. A real estate agent who is having marital troubles meets her client who is an elderly woman who teaches her Christian ways to pray to God to fight for her marriage. The family does not go to a medium. You can even google about this movie. Please get facts right and amend this?

Google will tell you "With great jobs, a beautiful daughter (Alena Pitts) and a dream house, the Jordans seem to have it all. Appearances can be deceiving, however, as husband Tony (T.C. Stallings) flirts with temptation and wife Elizabeth (Priscilla Shirer) becomes increasingly bitter, crumbling under the strain of a failing marriage. Their lives take an unexpected turn for the better when Elizabeth meets her newest client, Miss Clara (Karen Abercrombie), who encourages the couple to find happiness through prayer."