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Multichoice DSTV

South Africa

Consumer complaints and reviews about Multichoice DSTV

jnnonom Send email
 
Nov 4, 2019

False Servise

I received an email on the 24th May 2019, stating that i can pay R299 for the next months instead of the normal R399, condition was that payment be made on or before 30 May. I did that as my sense tells me that 3 Months was by or before 30 May, 30 June & 30 July. Now my account has been in arrears with R99 from August. And i have bee asking about it. All the Agents i spoke to told me that they will escalate it. but never did. This month my account is overdue with R148 and i am very pissed because i have no idea were it comes from apart from the discount. I spoke to Duduzile today he/she told me that the promotion ended 15 July. How was i supposed to know because there was nothing about 15 July on the Advert. And according to my understanding 3 months is made of 3 30/31 days. If its the case the promotion ended 15 July, it is not my fault that it was not disclosed with me. I need the R148 cleared from my account as i am not accountable for it.

False Servise

Johanrey2 Send email
 
Oct 30, 2019

Poor service help desk

See my questions and the response to it (no answer to it just cut me off this is not good for your business I am also going to place where ever I can)

Hallo Getty

You totally misunderstand me I said after the Rugby world cup ( the world cup did not end yet ) I am going to cancel.

I did not yet ask you to cancelled it.

So you know what to do now (these is the type of things why want to cancel people don’t understand what the Client want).

This terrible please read the e-mail again and tell me if you see a date.

J.J.C Reynecke

From: Dstvhelp [mailto:[email protected]]
Sent: 30 October 2019 10:22 AM
To: Johan Reynecke Transnet Engineering GRM <[email protected]>
Subject: Re: [EXTERNAL] CUSTOMER NUMBER:4146514

ENQUIRY REFERENCE NUMBER : 2633098
Good day

Thant you for your e-mail

We will regret losing you as our customer.

Kindly note that service are already disconnected.

Should you need any assistance, please contact us anytime.

Kind regards,
Getty Dhlamini
On Tue, 29 Oct at 6:49 AM , Johan Reynecke Transnet Engineering GRM <[email protected]> wrote:
Good day

Since Sunday I am receiving a message for my decoder to the signal is weak and it comes and go.

What could be the problem. Herewith the details of my decoder:

PS Number Decoder Number Decoder Model and Description
23456612 TDS850 P300121736

Also advise me how the cancel my subscription with you after the Rugby world cup I want to cancel.

The reason for that is because I cant chose the channels that I want to wacth and I don’t want to pay for something I am not watching.

Regards

J.J.C Reynecke
Craigzwe Send email
 
Oct 29, 2019

Price Lock Fraud

I entered into a price lock agreement in July 2018, however, I was billed normal fees of R849 instead of R750 until February 2019.
I have not received my refund.
I am still in the price lock agreement for R750, yet my debit order for October 2019 is R900.
I have requested a settlement to terminate agreement yet 3 weeks later still no feedback.
I have request my refund and queried over billing, still no feedback.
Herewith reference numbers.
2392120, 2633400, 2465827, 2465445, 2465018, 2413307, 2401923, 2392487, Phoned dstv, used Hello Peter and the community which is not represented in the reference numbers.
I am at wits end and am prepared to go to the NCC and seek alternative remedies.
buyiswa1 Send email
 
Oct 28, 2019

debit order query

I was debited on the 25th at 8h01 pm and now multicoice said the funds are not reflecting on their side,i gave them reference numbers and the time so that they can trace the debit on their side they have failed to assist me ans asking for bank statements am i told them i already have spent more that R100 now of airtime trying to solve this query and no one could assist just to track the payment and i did contact my bank the debit order was paid and successfully they have suspended my services and my money is with them so i will like to know if they will refund my charges for the bank statement and my airtime i used, i am not happy at all i want my services to be re connected asap
disele Send email
 
Oct 26, 2019

price lock

My debit payment for subscription is on the 28th of every month but am sitting with a decorder thts on suspended and i pay 1008 every month i tried calling the dstv customer services but they told me the the relevant people will call me since Wednesday the 23of October no call have not been made my acc no is 105173788
LetitiaB Send email
 
Oct 25, 2019

Billing amount

Good day,

I have called in numerous times regarding the extra amount that was charged on my account. With each phone call I get a different reason as to why my bill is more than what it is suppose to be.
Called again today and asked to speak to manager, I was put on hold for more than 5 minutes and still no one answered.
This is frustrating, every month my bill increases by R100.

With each call i am promised that the query has been escalated, but no one bother to get back to you.

I was this sorted please.
Jeanette.Nel Send email
 
Oct 24, 2019

PRICE LOCK BAD SERVICE

I am having the worst ever service from this company it is beyond believe...we have a Price Lock contract and pay R1200 per month as agreed by them and been sms to us.Our service is disconnected every 4days then I phone and report it .I've emailed and also sms but no one bothers to get back to me.
I believe there is miscommunication between Multichoice and Price Lock and my query keeps on being escalated who knows where to...maybe dustbin...

Really we've been customers for years and we get treated like this....

My reference number 41510222 - I325....IF ANYONE CARES

Regards Etienne Nel 0837955750
Makhosi7 Send email
 
Oct 23, 2019

Please fix your service

Issue#1
I subscribed to price lock end September for R899, however instead of the premium package, I was downgraded to Compact??? i emailed twice and the auto response says SLA is 24 hours. it's 20 days later and no response
I've also called in more than 15 times, requesting this to be fixed.
I've posted also on Hello Peter and still no response.
I've logged this with the Ombudsman to be handled.

Please contact me urgently, ref - 2347343 , case number 18999761/C3 for the resolution of this case.


Issue#2
according to multichoice the amount to Pay is R673. Now if subscription for Compact is R399, please advise on the balance, what is it for????? the agent i spoke to, Ayanda, said a portion of it is the access fee, WHICH IS R95, then she said the balance is due to Box Office... HOW??? i pay in money before renting a movie and the last time i paid in was R175, so why am i being billed again

i will be cancelling the debit order as the incorrect billing will mess up my account. please cancel it on your side as well.
Makhosi7 Send email
 
Oct 23, 2019

Please fix your service

Issue#1
I subscribed to price lock end September for R899, however instead of the premium package, I was downgraded to Compact??? i emailed twice and the auto response says SLA is 24 hours. it's 20 days later and no response
I've also called in more than 15 times, requesting this to be fixed.
I've posted also on Hello Peter and still no response.
I've logged this with the Ombudsman to be handled.

Please contact me urgently, ref - 2347343 , case number 18999761/C3 for the resolution of this case.


Issue#2
according to multichoice the amount to Pay is R673. Now if subscription for Compact is R399, please advise on the balance, what is it for????? the agent i spoke to, Ayanda, said a portion of it is the access fee, WHICH IS R95, then she said the balance is due to Box Office... HOW??? i pay in money before renting a movie and the last time i paid in was R175, so why am i being billed again

i will be cancelling the debit order as the incorrect billing will mess up my account. please cancel it on your side as well.
Gran Send email
 
Oct 23, 2019

No Debit done

hi, ive been so frustrated with the call centre agent they cant actually help you as they keep on referring you to the WhatsApp Robot.
when we joined Dstv fo the Pricelock we agreed for a debit order to be done. They only debited once and the other times I have made cash payments. in July 2019 they did another debit order and I paid in, then our account was in a credit. now our service is suspended as I thought that they will be going on with there debit order for this time. I phoned the call centre and this lady says that they system makes a lot of mistakes as I have a active debit order arranged but nothing goes off. She also said that they cant bypass the system not even there manager. I think this company is really lacking in customer service on the phone as the agents cant hear you and you are wasting your airtime just so that don't get any satisfaction in the end. Please get this sorted and also the WhatsApp robot is not working.
RenataLH Send email
 
Oct 21, 2019

Cancelled/Disconnected DSTV service

Mr Brintley & Renata Hendricks
ID# 7502165192087

on the 27th July 2019 we cancelled our DSTV subscription with immediate effect, the consultant we spoke to sent a cancellation for the debit order as well. This debit order still went off our account. We were then told to send proof of the debit order amount that was debited and we did. We have called numerous times for the last 3 months for our refund with no results or feedback. Although some consultants promised they have escalated this to the pricelock department and their manager and they would get back to me in August... no one got back to us. To make things even more confusing and worse, our decoders were activated on the 27th September and a debit order of R 1,836.63 was taken, i'm guessing Multichoice activated everyones profiles for the world cup. Please note, all your calls are recorded, check your logs with our account number, check your emails, we did not request to be reconnected. We cancelled your services on the 27th July and do not wish to activate. Your illegally took money from our bank account,without informing us or without our consent, This is not fair. on the 27th September, my husband contacted the call centre, yet again, a very helpful consultant, who also informed us that our decoders are on???? Guess what we were looking at all our unplugged decoders??? we are using Netflix and Showmax and we have a fibre account, where can we afford DSTV as well? Seriously, do you not care about resolving issues or emails sent to you continuously over the last few months? We receive robotic responses from your agents, we will investigate and get back to you, or your decoders show its connected? like really? We approached our bank to stop any and all further debit orders from Multichoice, you have no right to take money off our account. We cancelled with you, and to be fair you still owe us our August subscription you took off our account on the 27th July. The sad part is that no one seems willing to resolve our issues but yet they find the time to hand our account over to a 3rd party to threaten us for the payment of R 2300 or something? this is not fair. Multichoice, please refund our monies paid for August and remove our profile from your system, we have no immediate intention to subscribe in the near future, please! We were a loyal customer paid on time for the last 9 years, please resolve this to avoid further steps from our side.

I'm pretty sure you will avoid this complaint as well, thats what you very good at.
Thank you
Renata and Brintley Hendricks
TSMASHIYA Send email
 
Oct 11, 2019

Bad

I have been using dstv for more than 10 years and always paying my account on time every month. Suddenly two months ago I started expiriencing problems with my account and disconnecting my account for no reason. Now I owe R164 that I don't know where it comes from because I always pay my account on time. Dstv service is bad... I must phone a call centre every 5 days to reconnect my dstv.
PCLVNIEK01 Send email
 
Oct 7, 2019

Account query not resolved for months

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After 6 phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could se an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers.
PCLVNIEK01 Send email
 
Oct 7, 2019

Account query not resolved after months

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After 6 phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could see an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers.
PCLVNIEK01 Send email
 
Oct 7, 2019

No response to account query ongoing

I activated our holiday home decoder from 29 April 2019 to 5 May 2019. The online DSTV-now gave me an error when I wanted to do the activation online. I phoned the call center and activated the decoder. It ended 1 day earlier on the 4th of May so yet again I had to phone and ask to extend it for 1 day. At end on June 2 debit orders went off my account and Multichoice changed us for a full month iso 7 days. After multiple phone calls and going to Mutichoice in Randburg personally sitting in the queue and spending 1 hour 15 minutes in the customer service centre, My account query is still not resolved, I now have a reference number. The agent said he could se an escalation about the query, but nothing was done about it for more than 3 months. No wonder DSTV is losing so many customers. I have no logged 6 conplaints and my account query has not been resolved.
MD Seemola Send email
 
Oct 6, 2019

Poor Service

I starting having two explorers on my account from November 2018 on different subscription (family & access) however with PVR option on both. My account was R592 on August before 09th August 2019 after I upgraded the access decoder to compact and paid R131.61 prorata. For September my subscription was R854 which I paid on 19 August 2019. The September 12 I received an sms stating that I must R358.13 as my account was overdue. I emailed Multichoice for clarity and the response was that the was a reversal hence I need to pay that amount. Which prompt me to call in customer care to understand what Multichoice meant by a reversal since I paid them through EFT and I don’t have a debit order option. This conversation went back and forth from 12 Sep, 15 Sep 08:55 (Olwethu), 22 Sep 09:51 (Shannon and Amanda-supervisor) and the calls lasted an hour plus. Shannon and Amanda-supervisor on the 22 Sep assured me that this was resolved and my account will be active till 15 Oct 2019. To my surprise when I returned from my trip on the 06 Oct 2019 the compact decoder’s service is active without PVR option and the family decoder was de-activated. I then called Multichoice and on their voice prompt it stated that my service is active and the amount due is R785 due on the 06 Oct, I then opted to speak to a consultant (Siphesihle) who kept explaining that my account has two due dates which was the 06 and 15 of every month and when I asked him how is that possible when I have one account for two decoders and how do they decide to split my decoders payment. He was not making sense, I then requested for his supervisor and after putting me on hold he came back saying his manager was not available to take my call. I asked him to request the supervisor to call me with no luck hence this compline. I have all my POP and they don’t reflect what Multichoice hence on their systems.
Tiffany072 Send email
 
Oct 3, 2019

disgusted - Terrible service from DSTV

i have called numerous times since 29th of August for DSTV to rectify my account but to no avail.
they have been charging me for 2 decoders Premium instead of one. i keep getting told someone will contact me but still to no avail. I've been told its always been escalated but to no avail. i have spoken to the so called Manager Chanel and guy in call centre by the name of Migesh which promised they would assist me but to no avail. i give up. I cant Understand what is going on there. what do i need to do to get help from someone??????????? Now i get disconnected …. I need someone to assist me please.
no manager nor Agent can assist.


my account number: 80223227
mhlaba Send email
 
Oct 3, 2019

DSTV Subscription/Re-connection Fee

I keep being charged re-connection fee all the time even when the services were NOT disconnected.

The is no professionalism, no customer service the way they speak to us as customers its very disappointing and absurd.

I have been a DSTV customer for many years and to see that this is how we get treated is disgusting.

I will NOT keep on paying re-connection fees when ever DSTV feels like it.

The Team leaders and Supervisors are very rude they even hanged up the phone. as soon as i get fiber at my house i will cancel the subscription. Infact i will be cancelling the subscription unless i get refunded for the re-connection fees.
I contacted them tonight 02 October 2019.

What is it, is it because they know they have a lot of subscribers that they can treat us like this. this really questions a lot of things about the organisation itself because you can tell what kind of a company it is by its stuff.

I want to go even higher than the supervisors up until all these bad apple are dealt with one can ever be sure probably the company is not bad is the people that answers the phones and the Leaders in the ground that doesn't care because its not them that are in the situation. I would say if it was them that were treated like this will it be fair?

I want to rate the service received by me and everyone that is a DSTV subscriber its high time we get the service we deserve as we do pay without problems.

i will be spreading this on all their Social Media platforms up until i am heard and that the phone is not hanged up on my ear deliberately.

Kind Regards,
Mhlaba
dimunam Send email
 
Oct 2, 2019

OVER CHARGE

On the 28 September 2019 Multichoice deducted R794.45 from my account and I'm on price lock R549.00 meaning my monthly premium should be R604 ( price lock + Insurance).
However for the month of September I also took Boxoffice which amounts to R35 , I called the call centre on the 29th to find out how my premium got to the amount they deducted but couldn't get assistance then I called again on the 30th spoke to someone who said she will escalate my query and someone will me but till today no one has even called me.

When I make these calls they are not free I use my airtime and still don't get assistance can I get explanation on how my monthly premium of R604 got to R794.45 and get my refund ASAP.
3394sm Send email
 
Oct 2, 2019

incorrectly billed/ Multi Choice

We applied fir the Permium package with the price lock package. Wwere told when the premium`s activated we need to just call in and cancel the compact package. This were in May/June 2019. We are billed a different amount monthly. I called to cancel the Compact package month after month. Went to the bank yesterday to reverse 2 months incorrect payment. I called the 0413952222 number yesterday, spoken to an agent and were told to go and reverse these payments, then call back today to cancel the incorrect package. I called the number again today, only to hear the can not assist me, but will logg a call to whom ever to contact me.
I did also send a email, today to complain, we told in the mail that i will be contacted within 8 hours - still no feed back.

What must I do to be assisted!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I need to cancel the one package and pay for the other!!!!!!!!!!!!!!!!!!! What is so difficult!!!! Why are people so incapable to do their work?????????????????????????????
Please assist without any further dely!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! You may email me at [email protected]
jmor Send email
 
Sep 26, 2019

The worst service ever

On the 20th of September 2019 I paid for my services and my dstv was activated, then on Monday the 23 it was deactivated AGAIN, I called your customer care center which I had to hold for 20 munites using my airtime then I was reconnected. Today 26 September its disconnected AGAIN" now I have to use more airtime to call your customer services and I'm on a price lock. Please sort this out.
Pronic Send email
 
Sep 20, 2019

Bad service for dstv

Real bad customer service from dstv. For 2 month none was able to solve my problem out . I am even tired of of calling them i am disconnected it have been awhile my no. Is 0735854289
zimbali123 Send email
 
Sep 19, 2019

SERVICES DISCONNECTED POOR SERVICE FROM CALL CENTRE

I/D 4805110553086..We were disconnected on 17/09 and was informed cash payment of R100 which was made on 7th our billing date has reversed.I have sent e-mails ..called call centre to explain we made csh payment at ackermans on 7th how can a cash payment reverse as well as on 17th our HD decoder started upgrading software after the software upgrade the thing went dead...and we were disconnected.We assumed it must had been technical glitch ,we tried clearing code via app and what up it didn't work..then e-mails were sent to call centre they only replied once to say payment reversed we must pay.I have sent 5 e-mails after that but no one cares to get back to me.I then called this morning spoke with a prson who advised me shes attending to my query I mut hold made me hold more then 10 minutes...This matter still not resolved.I want multi choice to re-connect our services ,compensate us for the 2 days lost as well as PAY MY AIRTIME AS IM ABOUT TO GO CALL AGAIN...IM EXPECTING PAYMNT OF R100 AIRTIME ..AND YOUR CALL CENTRE AGENTS AND THE PEOPLE WHO RESOLVES QUERIES ON E-MAIL ARE HIGHLY UN PROFESSIONAL AND DONT CARE ABOUT CUSTOMERS..MULTICHPICE IS DEPRIVING ME OF SERVICES THAT I HAVE PAID FOR ..I WILL SUE YOU IF THIS IS NOT SORTED OUT TODAY
Jaco Hamman Send email
 
Sep 19, 2019

BAD SERVICE

BAD SERVICE THE STAFF DO NOT NOW WHAT THEY ARE DOING. I VISITED THE DSTV WALK IN CENTRE AFTER MANY PHONE CALLS. THE PERSON HELPING ME WAS VERY HELPFULL AND TOLD ME THAT I WAS WRONGLY BILLED AND THAT I HAVE A CREDIT. 2 WEEKS AGO MY DSTV WAS DISCONNECTED ON A SUNDAY WHERE NOBODY CAN HELP YOU. I WAS RECONNECTED AND THE NEXT SUNDAY IT WAS THE SAME STORY. SUNDAY IS A LEASURE DAY AND BASICLY THE MOST IMPORTANT DAY TO WATCH SPORT AND MOVIES. IS WAS ROBBED OF THAT. I WAS RECONNECTED AGAIN ON MONADY BUT I RECIEVED A SMS AGAIN STATING THAT I HAVE BEEN CUT TODAY. I AM A VERY VERY UNHAPPY CLIENT .......PLEASE FIX YOUR MES ............ SMART CARD NO 12128681 J HAMMAN I NEED URGENT ASSISTANCE
Alainloretz Send email
 
Sep 19, 2019

Terrible Service

I have been Trying to register on the dstv app but for some reason it has my old cell number linked to my account and the customer service team can't assist me with getting it updated, therefor the otp I require to register on the app is going to a number I had 10 years ago. The staff at the call centre can not help me as the staff are untrained and have no clue. They just keep saying that the number on the system is correct. I am really beyond frustrated as I am paying almost R1000. 00 per month for a service I can not fully use and dstv don't seem to care about it. Pathetic and just the final straw for me to switch to streaming.

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