Brand's performance
18.8
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
16.7%
Average Response Time
6.7%
Solution Rate
16.7%
Average Ratings
30%
Customer Retention Rate
33.3%
Category ranking
TV Channels
1 DStv 18.8
2 SABC 1.5
MultiChoice Group Ltd
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DStv - Once again an absolutely unhappy customer of multichoice

No resolution
Serushka Khan
Serushka Khan filed the complaint
20 April 2023
My name is Serushka Khan, my dstv customer number is ‪2994478‬, my services were disconnected about 2 weeks ago, due to me not making my payment, well the reason was due to me moving flats, so due to extra costs of having my dish moved and being reinstalled again , my money went there, so today i got some money into my account, i decided to pay my dstv account to get reactivated, i used the whatsapp dstv number to check my account, saw the amount there (i can send u proof), but still didn't trust it, so i called multichoice to just confirm my amount with the consultant, which the consultant did confirm was the exact amount as the whatsapp chat reply, she even sent me an sms on my number(i can send you proof that was sent to me via sms) showing the same amount, i got on the dstv whatapp number, i even made the lady go and double check and still she said the same exact amount, to which i went and made the payment for, even paying R120 extra, so my Disney plus is also paid for, leaving nothing outstanding. When i came home, my Dstv wasn't coming on still, so i called MultiChoice to find out what's going on, then the consultant tells me, i need to pay R400 and something more, that's why my dstv isn't on. Why was i not told the correct amount in the beginning, then i would have paid everything, now when i am once again broke, i am being told i need to pay more!! This isn't the first time this has happened, quite frankly its the second time now and i am not happy about this at all!

This isn't my fault, this is entirely a fault on MultiChoice side, why is incorrect information being communicated with me.

Now i will only be able to pay that R400 and something rands at the end of the month when i make my normal subscription payment, is it possible for me to make a payment arrangement until then, for me to be reconnected until my next payment date on the 1st of May or 31st April, i will make my normal payment as well as pay this R400 and something as well. Why must i be disconnected for something i had no part in, if i was given the correct information, then there would have never been this problem.

I await your feedback on whether i will be reconnected or not. Unfortunately if i am disconnected further, i will not be making any further payments and would be closing my dstv account once and for all, because as i said earlier I am not happy at all with all this that's going on and do pray you have a merciful heart to understand where i am coming from and help me get reconnected.

Kind regards
Serushka Khan
‪0621389331‬
This complaint has a private attachment.
Incident date: 18 April 2023
This complaint has been considered as not resolved.
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