MultiChoice Africa / DSTV review: Urgent: account disconnection and poor customer service

Dear Sir/Madam,

I am Puseletso Dladla (ID: [protected]), and I am writing to express my dissatisfaction with the service I have received from DStv.

In November or December 2022, I received a call from one of your departments requesting that I enter into a 2-year contract. I agreed to this in November 2022, with the understanding that my monthly subscription fee would be R345. However, I later received a message stating that I needed to pay over R500 last November.

On December 7th 2024, I called your office to clarify the matter and informed the consultant that I would not pay the new amount as it was not part of my agreement. I requested to speak with a supervisor, but my request was not fulfilled.

On January 7th, I contacted your office again, requesting urgent assistance from a supervisor. Despite being assured that a supervisor would call me back, I have yet to receive any response. Due to the lack of communication, I made a partial payment of R200 to keep my account active.

Unfortunately, my account has now been disconnected despite my attempts to resolve this issue. I received the following message:

DStv: Your subscription, and any services paid via your account, have been disconnected! Pay here to reconnect payat.io/dstv/[protected] (ref [protected])

I have been a loyal customer since 2012, and this experience has left me deeply disappointed. The poor communication and lack of respect from your staff are unacceptable.

I request an immediate resolution to this matter and a formal explanation of why my account was disconnected despite my ongoing efforts to resolve the issue.

I look forward to your urgent response.

Kind regards,
Puseletso Dladla