MultiChoice Africa / DSTV
Reviews and Complaints

To whom it may concern

On the 29th Nov 2021 I opened a new account with DSTV telephonically with ref no: [protected], however it that I over pay. The consultant whom was assisting advised me to contact the customer centre the next day of which was the 30 th Nov.

I then did as advised on the 30th, I called the DSTV and requested for a refund and I was assured that the money will be paid into my banking account within 7 working days. Till to date I still haven't received my refund of R1071.00. I have contacted the customer centre several times with no success, it seems like the agents are not well equipped as each time I call, I am being told a different stories or being placed on hold forever without reverting back to me whenever I request to speak to someone who is in a managerial position.

I submitted my proof of banking, proof of payment and ID to paseka. [protected]@multichoice.co.za as she advised me but now its almost a month still waiting for my refund. The Johannesburg call centre agents are the worst, they lack good customer service.

Kindly review my matter and revert back to [protected]@gmail.com. Your prompt response will highly be appreciate.

Regards
Sebelebele Matlhatsi
[protected]

Good day

I am trying to get hold of the movie "Klein karoo 2" on my box office since Thursday, the movie is not appearing on my box office

So from Thursday evening i phoned, these are the responses i received.

1. Reboot your decoder

2. Take out all of the cables and place it back in again

3. Download the dstv app

4. Speak to someone on live chat on the dstv website

5. The matter has been escalated for the second time

6. Take your decoder to the nearest multichoice branch.

Keep in mind ive wasted over R200 airtime and spoken to minimum 6 different people and still the matter havent been resolved.

This is not how things are supposed to work and then before writing the complaint i saw how many matter is actually unresolved and that makes me think if it is actually the money worth to support a business such as Dstv that cant even help customers.

The extra view for my 2 decoders has not been working for over a week now, DSTV keep saying the matter has been escalated to the technicians but still the problem is not resolved, I am not willing to pay for a service that I cannot use, this is just not acceptable. When we call are put on hold for hours and this is costing me airtime. My smartcard number is [protected]

Multichoice has no absolutely no integrity to even try to sort this out but a customer just need to keep quiet and pay!

I am constantly reminded that I have a contract to be paid but there is no urgency on dstv side to resove this.

Statements sent is not correct according to accounting department. If its not correct then it means someone is not doing their work!

1. You have a credit closing balance but you owe money
2. Opening and closing balances not corresponding
3. Double billed for subscription and access fees.

Dstv suspended my service but also has no urgency to sort out the problem. Should I be penalized for your incompetence? I would at least accept it if you reconnect the service while you sort out your own billing system.

I paid my multi choice account 30/11 R550. Since then they disconnected my dstv 5 times. Ive send them proof of payment, and still they not allocating the money to my account. Every 2nd day, its disconnected. I must buy airtime then to phone them, and then they make me hold for how long. This is really an issue for me, they not sorting it out
My cust nr [protected]
Id nr [protected]
Cell [protected]

Date: 11/12/2021
Time: 17h00

I called the customer call center number and my call went through to the Port Elizabeth branch and the call was answered by Jade.

I advised him what I need to be done and I also told him that while he is waiting for the info to upload on his system he must advise his colleagues to lower there tone of there voice, too which he replied that he cannot tell the system what to do, I told him that I am not telling him to tell the system what to do, I am telling him to tell his colleagues to lower the tone of there voice and he said that he cant tell them to that, so I was explaining him what i need to be done and he is telling me how many decoders i got under my name. When I tried explaining what additional features I require he is giving me a price, I tried telling him what extra I need, he is telling me to relax. That's when lost my cool with him.

How can a consultant tell a customer whom is paying for there services to relax. Is that the training the staff of multichoice goes through?

Very unacceptable and unprofessional service provided by a young gentleman. And the staff behind has no working etiquettes by showing some respect to the man whom is currently on a service call. It sounded like your staff was having there year end xmas party.

PORT ELIZABETH - worst branch i ever dealt with in my entire time with multichoice. Seems like that branch was a party house and i called at the wrong time.

Oh yes, I did mention to Jade that I am going to lay a formal complaint against that branch and him and his response was that I can go ahead and do what I want to do. ( ATTITUDE ! )

All I wanted was for my dstv package to be reinstated and the total debited from our account.

Sorry but i am in the logistics industry and my wife is in retail and we are dealing with customers on a daily basis. We are taught on how to handle customers needs and wants, politeness and respect is the most important trait in everyone's line of business, unfortunately i did not receive this on this phone call.

Had a problem with xtraview tried multichoice consultant they fixed the problem but after few hours the error was showing again. Called the antenna expert company who said the problem was the eye and changed the eye. The problem persisted after few hours. We've been trying to call them ever since the 28th of November, always they are promising to come till today they have not arrived at my place. They are now no longer answering my calls. So please help because I have paid these people.

We have been having issues with our extraview connection for months and we have been told by their agents that the problem is on their side because they have to break the connection and reset it. the customer must be given the service that they are paying for
Obo David Sliers/ ID [protected]/account number [protected]

Lightning damaged my decoder, went to Akasia on Saturday, staff was still in the shop but could not assist as it was close to closing time and they switched off the computors already, Was told by the manager Gezina is open on Sundays, se went there on Sunday and they were closed. Went back to Gezina on Monday stood in the que for about 3 hours, only to be told they do not have stock? Went to Akasia also to be told they do not have stockk?, It's Thursday now and still waiting. Wow awesome service from a huge company like Multi choice.

Good evening

I have been calling DSTV since Saturday morning 4 Dec 2021 and I spoke with two call centre agents to link my proof of payments to my account [protected] since they disconnected me for non-payment, but the payment was made on 23 November 2021 via eft. proof of payment Ref#[protected] and Ref#[protected] totalling R750 sent to your proof of [protected]@multichoice.co, and .co.za email accounts. The two agents said they linked my account to the reference numbers and connected me, however I was disconnected again today. They reconnected around 8am but then around 10h38 I got an sms saying that I owe R 578.67
DSTV: We've not received your payment and had to stop your viewing. To keep watching, pay R578.67 using ref no. [protected] or click payat.io/dstv/[protected]... please fix your system and update my account, my showmax subscription is currently off and the disconnection fee I would like a refund since it was not my fault. I will not make another payment when a payment was made.

I ended My services online the end of October, yet I was debited in December. I have tried to resolve this through submitting a complaint online at the dstv web site. I have had no feedback as of today the 8th of December 2021. I also contacted the contact centre and explained the situation to one of the agents, the agent said this will be resolved, it has not been resolved.
My account number is - [protected]

My showmax stopped working when I disconnected one of my decoders. I have been trying to link it to my active decoder, my case was escalated 10 days ago but everyday I am being told that there's no feedback yet from technical team. I have tried contacting DSTV in all available platforms and I am not getting any assistance. Reference number is [protected].

On 3rd December 2021 I made a call to a Mark [protected] who is supposed to be the boss of a DSTV installer in Henley on Klip Ewelme Road it took a number of phone calls to for them to come out after they promised they would be there in1 hour in two hours and so it went on until they eventually arrived at 6 o'clock at night and then installed a new supposedly LNB and over charged me for it as you can see on the photos attached. When I enquired on the Saturday that the secondary decoder was not connecting he then said he would he would come out on the Sunday 5 December 2021 at 11.30 he would phone and get to me about 12 at 12.30 I phoned to see where he was and he told me he was at a job in springs and would only be able to get to me 2 hours later. At 3.30 I again phoned as he hadn't arrived and was told he had asked if I would be home all day and that he is still busy he would come, obviously by this time I was not very happy and moaned at him. He didnt arrive on Sunday after waiting until 8 that night. When I tried to get hold of them they did not answer my calls. I subsequently got another installer out who checked the LNB and found that it was not a new one and was faulty. I had to resort to getting someone else involved to try phone them to see if they would answer the phone which they did and when advised that I was going to complain they now want to come a fix the issue I am not very sure that will resolve the issue seen as they have overcharged me for the LNB. The actual installers name was George [protected] and I believe works for Mark.

Regards
Heather Kidson
[protected]

Please do something about repeating the same jokes/ stories for months on end. I am sure that the some jokes/stories have been broadcasted more than fifty times, Surely there are other fillers you can use just before the news at 19:00 on channel 144.

I just feel that you are challenging my intelligence by expecting me to hear and enjoy the same story/joke being told over and over for months.

I Raymond Murray [[protected]] have had DSTV [full package] and its predecessor [MNet] since 1986.
I have been involved with Satellite installation since 1995, and still are.
I get an advert on my cell and computer advising me that the monthly premium amount is dropping to R699. Wow!
I hen get an invoice through my phone demanding R866! I tried to phone DSFV office but all I get is a lady in PE who, like a robot keeps telling me that I don't qualify for the cheaper rate, [how I must qualify I have no idea] and I must pay the amount invoiced or i will be cut off immediately!
'Something smells rotten in the sate of DSTV' [to quote WS] this could so easily construed as that evil word 'discrimination'.
Please investigate and advise!

In October 2021, I phoned the DSTV call centre and cancelled my subscription. The consultant confirmed that no future debit orders will be processed and that my subscription was immediately cancelled.

In November 2021 the debit order was processed despite the cancellation of my subscription. I contacted the call centre on 24th November 2021 and they confirmed that my account was in credit for R 539.00 and that they will process a refund into my bank account within 24 hours which did not happen. Refer customer reference [protected]-I76

On 1st December 2021, I received a text message confirming that my subscription was reactivated. I contacted their call centre several times to confirm who had activated the subscription. The last agent I spoke to (Christel) who was more knowledgeable than the rest of them told me that the subscription was automatically reactivated by the system and that she will escalate the issue with their Cancellations department - She also confirmed that it was a system error. I am not too sure why they just don't get this bug fixed so that they will have less customers phoning into their call centre. Refer customer reference [protected]-I85.

She also confirmed that she will not be able to cancel the debit order due to the refund that is currently in progress and that it takes between 7-14 working days to process the refund into my bank account. The previous agent I spoke to confirmed that the refund will be processed within 24 hours which was a blatant lie.

Christel confirmed that once they process the refund (who knows when) I must then contact the call centre once again to cancel the debit order. Surely, they can get their software in order so that it does all of the cancellation processes automatically.

I would like to lay a complaint regarding the most appauling service I ever receid . I called in today from [protected] regarding my account [protected]). The lady seemed as if she was unable to assist with my query and asked to put me on hold while she gets assistance, I ended up holding for 30 min on the call while she put me on mute and went about her business as she did not get back to me. I am certain she was hoping that I would lose my patience and drop which did not happen. I later ran out of airtime and the call dropped. This behaviour is really disgusting as she could have advised if she was unable to assist instead of wasting my time and money. I hope to receive feedback regarding this matter as soon as possible as I truly this should be a straight dismissal and this is disgusting service.

You buy data to receive assistance you online for almost an hour without any once attending to your inquiry

Im online now for almost 45 min: no assistance.

Your agents phone me for activation, when I confirm my problem the don't asits or at least tell me more or less what to do:

this in my inquiry please some one assist?

Good day

I have the decoder but lost my customer care. Kindly assist so I can reactivate my services?

I do not have a special DSTV now and no internet connection at home?

Please note,
Smartcard no [protected]
Customer No: [protected]

Good afternoon

I requested the service of an installer on 8 November. They quoted me R600.
On arriving at my place I was told that I needed a new LNB and that I needed to move the satelite dish because there was no signal at that spot. They removed the dish and proceeded to install it on the roof. They wanted another R800 for The bracket. I thought that was a bit much as I was told that I now needed to pay R2100.00 plus an additional R800. This was exhorbatent...
He then suggested that we use my neighbours dish which was not being used.
I specifically asked if this would solve the problem and I was informed it would. I then paid them R1600 plus R500 in cash.
My satelite connection is still not working. I requested the invoice numerous times but to no avail. The installer is Mr DSTV -[protected].
My contact no is [protected].

The incident started with me using the signal due to bad weather on the 20th of November 2021.During that time I could not watch the F1 qualification rounds. I then called your contact center to at least allow me to watch the Boks vs England match. It was sorted but with some channels not playing. I was told that I have poor signal strength.I was told to take the decoder to the nearest service center.

This morning I went to the nearest service center (Maponya mall) to my amazement it was closed...mind you it is the only one that most people depend on in Soweto.

I came back home and called your contact centre, the agent instructed me to reset to default factory setting which I did .From then on I had no signal on both the primary and secondary decoder.I could not go any further on the installation wizard.

I couldn't watch my favourite sports and channels for the rest of the day.I subscribed to the premium bouquet because I wanted to watch live sports.I am deeply disappointed by your service and the closure of the Maponya Mall service centre on Sundays.

Mr.M Mofokeng
ID [protected]