MultiChoice Africa / DSTV
Reviews and Complaints

26/8/16. Cust no 8155575. I applied for a the compact explorer deal via sms. Agent called me and all information was disclosed iro income and expenses, etc. I received an e-mail requesting proof of income and id. On 26/8/16 the bank statements reflecting my adress which reflects tree month's income and my Id was e-mailed. Soon after I received an e-mail again saying they need proof of income of an amount reflecting on my statement for June. I informed them that this specific amount was a loan payout and was not a mothly or frequent income. Then they replied informing me that this amount was indeed disclosed by me as an income, which is not true, and that they are not able to proceed with the application unless the proof of income for this specific amount can be provided. Then another e-mail was sent requesting proof of addresss. I replied that my residential address reflects on my bank statement which was submitted and and that according to my knowledge and FICA a bank statement are accepted as proof of residence. Again they said that they are not able to proceed unless all documents are submitted, which it was. In my e-mail i clearly made them aware that this process is delaying the application unnecessarily and that they should listen to the recorded phone call with regard to the disclosure of my income. I also requested an agent to contact me as there is clearly a misunderstanding. No one contacted me, their last response was that cannot proceed unless all requested proof/documents have been submitted. If they do telephonic applications the agent should pay better attention to information provided in order to capture and annotate the information provided by the client to prevent any delays and misunderstandings! I am disappointed that no one called me back, whilst realising that there is indeed a misunderstanding somewhere, but if seems to be since they do not have any competition they do not take customer service seriously. My wife has been a client for many years but they could not approve her application for an upgrade due to the reason being "not meeting minimum requirements met" which could not be explained. Therefore i tried to do the application in my name. Both mine and my wife's credit records are clear. I need a team leader to contact me asap and have this issue resolve. It is rediculous that the finalisation of the application is taking so long and e-mails being sent back and forth but leading no where. I am very disappointed. Frik Cilliers [protected]

Date: 26/8/16. Cust no 8155575. Applied via sms for compact with explorer. Advisor called, all details regarding income and expenses was disclosed. Email was sent with documents as requested on 26/8/16. The bank statements reflect my monthly income as disclosed. Now they request proof of income of an amount that was paid into my bank acc, in June once off which was a loan that was paid out. After informing them that this was a loan payment, they said that this specific amount was disclosed as income, which was not and I told them they should refer back to the recorded phone call. Then they sent a next e-mail, now requesting proof of address, which reflects on the bank statement they had requested. I informed them that according to FICA and my knowledge a bank statement may be used as proof of residence. In my reply I told them that they are delaying the process unnecessary delays and that they should contact me because there is clearky a misunderstanding. They never called back and the last e-mail specifies that unless all documents are sent they cannot proceed with the application. But I feel that if they do applications telephonically they should listen and pay attention in order for information to be annotated correctly for the application to be finalised and not be delayed unnecessarily. I am very disappointed that they did not even to call back to resolve the matter, but instead we are sending e-mails back and forth, whilst they can pick up somewhere is a misunderstanding. They know they are the only company offering this service and have no competition and therefor don't care and mess people around. I want this matter resolved immediately and expect a manager to follow up and personally contact me. Frik Cilliers [protected]

After receiving my exporter in march my box office did not work, when renting a movie the funds is deducted from my box office account but we do not receive the movie. After 10 calls I am fed up with dstv, overtime I phone I must repeat the problem and overtime they escalate the problem but after a thaw weeks nothing is done. My previous call on the 16th of august I was told that none of the previous problems was sent to the box office it department as the person who to my call did not complete the info needed for the it guys and it was rejected. He would have sorted this out and like a dummy I believed him, I also spoke to his manager and he promised me this issue will be sorted out and I will be refunded the movies I never received. Wall today is the 26th and nothing has been done, so I phoned again this morning and after she asked me how she could help I again told the whole issue and she replied she will not be able to assist me and transferred me to someone else that after telling him my issue told me the same story that he wont be able to help me but the manager will be calling me. Still have not yet received a phone call and I am fed up with distaff. Do not buy an explorer, when there is issues you will have to pay someone else to fix it because dstv is a no show!

I went to Multichoice in Rustenburg on Friday the 5th of August. We've got an explora that was approved on my husbands name, so I went there to ask for assistance in installing the explora and also to do a change of ownership from my account to my husbands account. I was told by the lady working for Flash (installers) that she will send the documents to head-office and the credit I paid for August will be transferred to my husbands account.

I phoned the branch last week to find out if the transfer was done, and the gentlemen confirmed that it wasn't done. I phoned again on the 24th and spoke to Martha. She again confirmed that it's still not done. After totally loosing my patience she told me that she will do it and it will take 2 working days. Once again, after using my money and time to phone Martha, she told me it's still not done!

I really think this is totally unacceptable and worst service I've ever seen. We are now at the end of a new month, which means the pro-rata will go off from my husbands account because the credit is not transferred. What happened to good service? Nobody want to make an effort to help with the issue! I will definitely tell everyone I know about the bad service received from the Rustenburg branch and Flash installations!

I await your feedback.
Regards
Mrs Swamers
[protected]

On the 15th august 2016 my dstv service was disconnected so I called the call centre and I was told my account was in arrears. I wanted to understand how can it be in arrears because I call the every single month and I pay the amount
Given to me I have not skipped one payment the consultant explained about the explora account thats in arrears. How can it be in arrears if the account get paid every month and its not like I pay anything I can think of but the amount they give me I dont receive statements so I call them every month or they send me sms"s and I pay accordingly my service is suspended but I pay my account every month how is it possible. My account is [protected]
Penelope connies 14 kope street eldorado park 1811 tel no [protected]
Thank yopenny

Multichoice can save millions by not sending statements to their customers. What is the point of that? I have been all my life as an adult misinformed on how a statement works. For years I thought I had to pay the amount that was due on the statement but this is not the case. After making the payment that was due on the statement to Multichoice they disconnected my account. When I phoned the call centre they told me that my account is overdue after confirming that they did receive my payment the previous week. They told me that I am R759 overdue and later it was +-R500 for using the dstv service from 2 August 2016 till 16 August 2016. Ok wait, what? Ridiculous right?! They also added that the amount that was due on the statement is incorrect. Ok so why are you providing clients with incorrect statements? It is clearly stated on the statement that you pay for an entire month. Like I said Multichoice can save millions by not sending statements, instead they should rather take the monthly subscription fee away and tell their customers to pay every 2 weeks seeing that you get billed for that. There is not a month I can think of not having a problem with a statement from Multichoice. It is either I am overcharged, or I pay for extra view for some else because it is not for me, or I pay double insurance, or I pay R400 + for reconnection fees and the other month only R50, or I have to pay for the recording function and the box office function or for the catch up function, what is the point paying R949 for the Exploration if you have to pay for all the additionals. Multichoice can also get rid of half the call centre seeing that they are absolutely useless and can't assist customers in any way. I don't expect a call from Multichoice because there are no such thing as customer service. I am sure there are more unsatisfied customers facing the same problem. Absolutely pathetic to pay for service and receive NOTHING (literally)!

Three months ago we were offered an upgrade to a Dstv explora from on air, where multichoice will supply usthe explora along with an installation voucher. They appointed Hitek Audio to do our installation. All was in order. Up until Thursday the 11th of August 2016 we started experiencing problems with the signal I contacted multichoice on Thursday the agent asked me to get a techician to sort the problem. So I got a techician to come out only to tell me that the LMB had to be replaced which will cost me R600, I than contacted multichoice and explained I was than told to contact HiHitek audio and that they must replace the part for free as it was under warranty. I then contacted Hitek Audio they told me no problem they will sort out I must then get a reference from multichoice so that he can get reimbursed for the part. I then did this. After that I called them (Hitek) with the reference they then told me they were very busy they will send someone in Tuesday 16 Aug 2016 up until 4.4.30 pm I having been calling them and they saying they sending someone. At 5pm when I call them again they say that they don't have the part and that I must contact multichoice and ask them for the part. I had done that and up until now no one at multichoice can help me. We had no dstv for the past three days. It is disgusting that dstv gets service providers like this who cannot resolve a problem. Dstv service is pethic they quick enough to disconnect your subscription when no pmts, but very slow to resolve their queries.

As a dstv subscriber I have this complaint.

Sony channel not run properly.

Monday 15 aug 2016 sony channel 127
20.00 royal pains
20.50 ncis

Besides the fact that we are tired of seeing the same set of ads repeated over & over at every break over the 2hr period - -
- the synchronisation of the time when the adverts etc came in was totally out.

They cut off the show before that section ended losing the gist of the story.

The last set of ads came in & the next program started on time without the previous program showing the end.

It was more than frustrating to watch 2 programs being cut in by ads at crucial moments & not seeing how they ended.

Who is in charge of this?

They need to be monitored as they do not know their job!

I received an sms that my DSTV has been suspended because they have not reeceived a payment and I must pay 204.11 to be reconnected immediately. My reference is [protected].On the 10th of August I heve cheq account proof that I used cellphone banking as usual to pay R135.60. which was unusual because I chose DSTV Access which is R99. what made mad wasthe fact that I was disconnected.Can somebody tell me what is going on.

I Called Multi choice on the 2nd of Aug informing them that i received an sms that its unpaid the consultant confirmed that its not unpaid and its paid.

I called again on the 4th spoke to another consultant and consultant again confirmed its paid the account is up to date i offered that should i not make a payment the consultant insisted that its paid and i should worry. i requested a statement seeing that i never do get one even though i am with the service for over 10 years.

the consultant send the wrong statement.

when finally my dish was disconnected i spoke to a team leader who gave me information that the system Fooled them what Nonsense is that.

The Team leader advised that i have to pay re-connection fee and the amount even though i have called and i got confirmed information that the account is Paid.

This type of service is unacceptable i expect a refund from the connection fee.

Jennifer
[protected]

I called DSTV call centre lastnight(01 aug) to reconnect my DSTV as payment had just been made. I spoke to Kgabo Manaka who advised that the payment was not received on their side but after giving her the payment reference number-she still could not pick it up. I was made to hold quite a few times whilst she "checked her system". 18minutes into the call I asked her to get a her manager to call me back as I was calling from my cellphone and the call was quite expensive, after being on hold she returns to say that her manager said she should log a request to get their call -back team to call me back only after 24hrs which was quite ridiculous as I needed the assistance immediately. After telling me to do the same thing over and over she then tells me that I have to call another department as she has done all she could and couldn’t assist me further ! When asked to speak to her manager . she then puts me on hold AGAIN . I spoke to Niel Lines who was just as useless as his agent and has no empathy or compassion for his customers. He then tells me I need to call their technical team and when I refused he said he will get someone to call me back in 2 hrs?failing to understand that I need immediate assistance. When I requested a call back immediately he advised that someone would call me in a short while and confirmed upon my request that he will call me back after half an hour to confirm that a technician had infact made contact with me. 21 hours later and still no call ! DSTV service sucks!

Maria Pelser
Dstv Ref number for complaint : [protected]/I11

September 2014 i cancelled my Dstv subscription due to the fact that i moved in with someone that had a Dstv and i did not need this anymore.
Spoke to Rebecca at Dstv 10/10/2014 she confirmed a credit was due for the amount R705.00, to me this contract ended as per my cancellation.
This morning 01 August 2016 i noted a deduction on my phone via notify me, for a deduction, amount R794.00 and by M-Choice, was not sure who this was, went to the bank they confirmed it was Multi- Choice to my shock,

Immediately phoned Multi-Choice, spoke to Moses Tjale, confirmed that my subscription had been reactivated, to my total shock as i know that my Dstv decoder had not been plugged in since September 2014, he stated that someone reactivated online, i can assure you it was not by me, i can be called in for a lie detector test as i am telling the truth my decoder and my Tv is still in a garage stored, they can trace where and by who the subscription was activated, i would like to get a full report from this as i had not done the reactivation request,

Moses stated but someone else could do this on my behalf, not true my account is linked to my decoder and my smart card nobody can do this as they will have no machine with this smart card to make use of the Dstv services, this is a inside doing at Dstv,

Today 01/08/2016 instructed my bank to stop this stop order with immediate effect, went to the Police Station made an affidavit that i had not since September 2014 made use of the Dstv service, i am requesting them to refund all monies due to me, if this matter is not solved, will make a case of theft against Multi-Choice, will take this matter to Court if you are unable to help resolve this matter.

Thank you for your assistance in this regard,

Maria Pelser
e-mail : [protected]@yahoo.com
cell : [protected]

I upgraded my account and paid upfront in May 2016, downgraded the account on the 25th May 2016 but they still debited the premium package amount. On the 28th June 2016 they allocated my debit order payment to the billing period 28th May - 27th June period but we all know DSTV is paid upfront, the whole month of June I had interrupted service and I had to call back almost every 2nd day to activate the service, many people could see the error of the billing but NOBODY could fix the problem, I was advised that the query has been escalated to the finance dept. But till this 29th July 2016 I still have a problem. On the 28th July 2016 my account was debited with R623.34 but when I call in they advise me there is a credit of R193.34 credit on my account. Now how dumb is the people working in your finance dept.! I am so frustrated and I want to cancel my debit order as well because I don't trust your staff to debit from my account. Nobody can do anything right at this place. I want to be reimbursed for all my calls I had to make whilst the problem was caused by your staff and "system" as everybody likes to say it.
I hate this service you guys provide and more so its frustrating dealing with a bunch of idiots whom all have different stories of how to fix the problem but nothing gets done correct.

Out of frustration and desperation I sent this email two days ago, to a supervisor (Mr Naiker) who was recommended to me. He was as my last hope in helping me fix a seven month issue, caused by you! However, not surprisingly, I was never contacted, never received a response, not even an acknowledgement of my email. Your services are shocking!

Dear Multichoice

Account number: 7003487
Case number: 7996803
Email: [protected]@gmail.com
Cell phone number: [protected]
ID number: [protected]

I had your DStv Premium package of R899p/m installed in January. Since that day I have had nothing but hassles!

I signed the contact stating I wanted my account debited on the 2nd of every month. What a pity this was never the case and what was agreed upon in our contract! I phoned in February to follow up (spoke to 3 different people over a week) as to why I was not debited. One lady eventually said they would do a double debit order in March, to which I agreed but that never happened either. Between February and June I have phoned, emailed and spoken to what must be close to 30 different people to help fix this error, YOUR ERROR!

In June I tried to open a new cell phone account as my phone, along with our car, was stolen. To my surprise MTN declined me because YOU have registered me as a BAD PAYER with the credit bureau! This is completely unethical and unwarranted.

On the 15th June I went into your offices hoping that someone would finally sort out this problem. I was referred to Tebogo Pooe. She said I needed to pay the outstanding balance on my account (R2943) before she could fix anything. I am a teacher and I do not have that sort of money lying around, however, I paid the full amount due. Since June I have now aggressively been trying to, again, FIX YOUR ERROR and do your job for you! On the 29 June I received an email from Tebogo Pooe saying they would inform Transunion that my account is now up-to-date. Yesterday (19 July) after spending a further R80 (for the second time) to download my credit record, Transunion has still not fixed it. They asked me to get the email address that Multichoice had sent the letter to so that they could trace the email and follow-up. I sent Tebogo four emails yesterday asking for her assistance but I got no response. After 7 MONTHS I have wasted my time, airtime and lots of money trying to sort this out. I am now absolutely fed up!

Between Multichoice and Transunion I want this sorted out TODAY. If my credit record is not fixed by 8am Friday morning, I will contact the National Credit Regulator and get my attorney to contact you.

Regards
Kirsten Pugh

I purchased the Explora Price plan on the R549 deal in June 2016 for which I was debitted R149 (29/06/2016)for decoder delivery and told that the money would be taken as part of my first debit order. I Try to get an installer come install the explora with out some one coming. I the Self service center several times and everytime the say they woud call me back. And now i sit with a explora with no service and every month the payment is deducted from my bank account. I want when are you going to send me an installer to install this dame explora.

I am a premium package subscriber and my services were disconnected with messag stating I am owing an Amount of R844 when I sent an email to find out, The responses were not satisfactory. As I was making a payment today am told via the I use that I have an overdue balance of R415, which m just told it has been long overdue, I don't know what is it for and how come it only emerges today, I have never received any statement or messages informing about it. I am disappointed

Catch up updates are inconsistent and some episodes are often skipped, e.g. going from episode 8 straight to episode 10. This service has been rendered completely unreliable and has actually lost its value. Kindly address this as this is a service that we are paying for.

I phone the call centre to find out if I'm able to use my fathers decoder as he gave it to me. I wanted to have the dual service and I explained that my decoder is on my husbands name and he is away working. The agent told it's no problem, I can still go in to multichoice just taking my husbands identity document as well as my fathers identity document and mine and I could do this. Then I got to multichoice N1 city and it was a different story. I drove all the way for nothing. I phoned the call centre to get the correct information so that I do not drive all the way for nothing. Yet that is exactly what happend.

Pathetic service.

In December we tried to rent movies. We send through the code reflecting on the screen via sms.
We could not watch the movies and kept on saying there is an error.
We tried contacting Multichoice but you hold on for hours at my cost. Multichoice deducted the movies from our bank account. We still cannot watch any movies and do not want to take a chance. I have send through an email to Multichoice and 6 months later no response, no reply! I have paid for movies that we did not even get to view. We have been clients with Multichoice for more than 15 years.

Why is it that when one wants to upgrade it can be done at any part of the day or night and any day of the month, but when one wants to downgrade you can only do it on the day of your debit order and you have to make the full payment even though you are downgrading for the new month. I had the a terrible experience with Siboniso from DSTV Durban call centre. He was very unprofessional and was not helpful at all. As a manager in the retail sector, I thrive on customer service and safisfaction. I was not given any solutions to my problems all I was told is that I cannot help you. I even told him that I will pay the pro-rata amount all I want to do is downgrade as I am goin through some financial difficulties at the moment. But no I was shot down immediately. I am never late with my payments and pay my installment on a monthly basis and yet I don't sit at home on a daily basis to watch this DSTV which continuously repeats programs. But the one time I call in with a problem I am not assisted. Is this he kind of service I get for being a loyal customer?