MultiChoice Africa / DSTV
Reviews and Complaints

Good day

I would like to lauch a formal complaint. In June 2019, I changed my debit order banking details from Standard Bank to FNB. I contacted Multichoice call centre in June and I was told that I need to fill in a 3rd Party Authority form because the DSTV account belongs to my mom. I did so and sent back the forms to Nomsa Mbatha on the10th June but the banking details were never changed. The debit went of the old Standard Bank Account.

On the 11th July 2019, I called again and spoke to Thando Kubashe about the same issue. I sent through the form and ID copy but again it was never changed.

On the 8th August, I called again regarding the same issue. I spoke to Saphokazi Mnisi and sent throuh the form and ID copy.She then requested a proofof banking details which i also submitted but the debit order still went off the Standard Bank account.

Today, i called again and spoke to a certain gentleman who told me that they actually can not change account details on the system and that i need to visit a multichoice branch because they are struggling.

The simple resolution that I am requesting is to just change my debit order account from Standard bank to FNB as requested.

Decoder serial number- U200617747X9
Smartcard Number - [protected]
My contact number - [protected]
Email Adress - favour.[protected]@fnb.co.za
[protected]@gmail.com

I have had the worst customer experience from DSTV I honestly wonder what sort of company it is that has a lack of customer communication by the managers and also no clear communication by its staff.

Three weeks ago I called in MultiChoice to change my date of payment from the 25th to the last date of the month due to my change of payment date. The call centre who helped me changed it and never provided me any information of change means also cost. To my surprise, on the 28th August 2019, my account was disconnected and was informed was due to not paying called in 3 times on the day speaking to the call centre to state the following issue. First time I called in was on the call for 16 minutes, the second time was on the call for 9 minutes and the last time the call was for 22 minutes. These calls weren't free and you would call and speak to the agent afterwards you be informed that you are directed to a manager and wait on the line until it drops before you attempt to call again. On the last call on the 28 August, 2019 spoke to Yraily who stated to me that she understands the matter however the employee who changed my date of payment should have informed me on the pro-rata of R114.00 and apologise but was still expected to make the payment. Which I rejected to pay as the communication should I have been done upfront, she logged the case and escalated to the matter to finance which I was informed I would be communicated within 48 hours. The account was activated again. Today on the 30 August 2019 my account was again disconnected. Called in and found the call centre Nhlanhla and she said she would escalate the matter to a manager and I should hold on the phone and wait on the phone for 25 minutes before the call dropped, called in again spoke to Pelo same thing happed waited for 9 minutes before the call was dropped my last attempted called in and spoke to TK and asked to be directed to a manager waited for 3 minutes before I spoke to Jade the manager. To my surprise now with Jane I was informed that I am now owing R 101.48 of the shortage of payment try to explain to her why is it that I keep getting added cost by MultiChoice and she never wanted to listen but kept telling me the policy. How does an organisation have a policy that doesn't speak to the training? She kept raising her voice more and more when I speaking like she was annoyed and fighting. I even asked her for the details for MultiChoice Ombudsmen she stated I should hold and she was going to get them after 3 minutes she returns to the call and tells me she does not have them I should log in to multichoice to get the details. I again questioned her and asked what are the process and procedures of MultiChoice on gathering the details of Ombudsmen as the platform I called should be assisted with the information kept referring me to the website rudely. I will again question the training and lack of customer communication of MultiChoice if be she knew she never had the details why she made me wait on the line for 3 minutes just to tell me to go to the website wasting more time of 17 minutes 15 seconds. I asked her to send me the statement now of the R101.48 I been informed I owe still after 40 minutes no statement has been received even after speaking to her.

Wednesday I was informed I owe R 513.35 question it and escalated the matter through the call centre today I received an SMS stated I now owe R563.35 informed an increase by R50.00 from nowhere. I have lost on airtime over R 230.00 due to the lack of information and lack of training done in MultiChoice on top of that I am been charged R563.35 with no details of why.

MultiChoice PLEASE give us value for our money and if you wish to speak on policy train your employees first to speak on procedures.

Warm regards,

Phindulo Victor Litshani

C: +27 (0) [protected]/+27 (0) [protected]

Rosewood Complex Unit 75,
Burger Rd,
Vorna Valley
Midrand
2069

Waiting times on hold are ridiculous I spent over R150 airtime just to be on hold for 20 minutes that unacceptable and then when you get to speak to someone they refer you to someone else. I tried calling them to settle my arrears cause I'm buying a house and more than a year ago I decided I didn't need the dstv so it cut off and I left it off with out any notification i am now reflected negatively on my credit report so I try to rectify the problem and just get the run around. I'm trying to pay but they so unprofessional

I have a problem with my Multichoice Acc i have already lodged a complaint and got a call back from a friendly lady, however she confirmed that she will send me a confirmation email and needless to say i still have not received that email since i spoke to her on Tuesday ! I am being billed and i am not using my DSTV for months now!
I want to reconnect but how on earth does a person do that if you get no feedback ! please assist

I have made it abundantly clear that my DStv has been disconnect after my payment went though 4 days before month end. Still not reconnected. I have wasted my money and time on the phone trying to resolve this to no avail. I have requested to send proof of payment but what a waste. Your customer service are so arrogant that they just put your phone down while trying to explain. And you wonder why people are changing to Netflix or fibre. Your service is pathetic and very inconsiderate

I have had it with DSTV! I was sold a faulty decoder at game and I had to take it to Randburg Walk-In centre. I was then given a new decoder but because services were down I had to wait till I was contacted. Long story short 20 days later I have not watched DSTV, I have not been contacted, I am sitting with a decoder that is linked to someone else and have been told to go back to the centre for assistance! I as a customer have t suffer for their mistake. Incompetence and lack of customer care! Disappointing especially considering the fact that I paid for something I did not get. This company is horrible!

I got different billing as I'm about to pay .
Last month I paid via EFT, and the following day as late I got sms saying my dstv has been disconnected, I called nd they asked me to send proof of payment of which I did, the lady was so kind nd reconnect and apologise. Today as I'm paying again at pep is says I'm owing R375 of which I paid, I called again today, the lady says you charged reconnection fee. Which reconnection fee because my DSTV IS ACTIVE . It never been disconnected, she told me that if I don't pay immediately the following day u put interests. I'm so disappointed with multi choice. Please do something about this asap.
Call ref [protected]-i43

Regards
Unhappy client
GLADWIN MAMABOLO
[protected]
[protected]

n April 2019 i was offered a R699 special for Premium package which i took. On 08th July i claimed for a new decoder from Multichoice since i was having a problem with the one they exchanged mine with. Multichoice halted my viewing from that day until the 12th of July when the new decoder was delivered.

I called them and asked why viewing has been halted and the response i got was that they do that to configure the new decoder and they will not charge me for the days i was without viewing. When my statement came it showed that i have been billed R832.73 + R35 which i enquired and was told it will be adjusted. That was not done and i paid to avoid viewing being blocked. Again this month i have been billed R939 . R699+95+35= R829 and this is even before i am credited the days you halted my viewing.

I have called the call centre since July no help. Yesterday i spoke to Tholana, Tshegofatso, Nozipho and Thembeka who all promised they'll get someone to assist and in return dropped my call. Multichoice sort my account and work on your client service standards.

Date: 2 August 2019
Account No: [protected]

i signed up for the price lock deal, on the 2nd August installer guy came to install the decoder my wife was at home. upon finishing installation the installer called customer care to activate my account without my concern and the activation was done by installer without my concern. later the same day i called customer care complaining and wanting to find out how the installer was allowed to activate my account in my absence and without my concern. i was given numerous excuses until i was told my complain will be escalated to price lock department and someone will call me 25 days later still waiting.

I took R649 price lock deal however yesterday a debit order for R1516.77 was deducted from my account.

i want some to explain how did the installer pass security check and why activation of my account as accountholder someone not myself was able to activate my account. how come fraud could be permitted on my account and my complaint with numerous people i spoke to can be dismissed and it can be left unresolved.

i also want to understand why R1516.77 is deducted from my account?

Hi have requested to for my dstv to be down graded 2 day before my pay date i called in and they told me i have to call back on my pay date so i did that.Call back on my pay date the systems was off line based on a up grade or something. i called back the 21/22/23 of august i even tried using ther whats app line and the response was there a techical error i must call back. i cal back on the 26/08/2019 @ 9h10 spoke to some one and said they have to logg it to the back office and they will get back to me. NOW i recieve a sms saying my service is cancelled... i call back again on the 27/08/2019 then they tell me i must pay for the reconnection fee and a extra R111 for something that they can't explained to me i spoke to Thabiso said she logged another case ( Ref no : [protected]-C2. Can some one please assisit on fixing this problem...

I have made it abundantly clear that my DStv has been disconnect after my payment went though 24 hours after payment. Still not reconnected. I have wasted my money and time on the phone trying to resolve this to no avail.

You guys render a [censored]ty service after been your customer for more than 10yrs. You don't deserve my loyal support. You used me as your customer. Your client service at 011 289 2222 by the name of Chantelle was practically useless and promised to reconnect me after 3 hours and I miss still waiting.

I will post your [censored]tty on hello peter for other customers to seen

Good luck with your service

Mr M Molefe

Id number [protected].

I've called in 6 times and made it abundantly clear that I want to change to the R29 package as soon as my price lock contract expires, now you have debited R840.

I said it many times that I dont want to fight for my money back.

Please ensure that my money is reimbursed, before the end of the week (by 29 Aug 2019). Also proceed to cancel the debit order against my bank account.

I have been calling these people since Thursday last week to clear simple error E16
I tried their WhatsApp number, their *120*68584#, I spoke to 3 officials already last night I was told it was escalated and it will be cleared but till now nothing

It is annoying to call service provider to provide service you pay for, Multichoice, I am soooooo sick of this

Please credit me as of last week and get your system to work because you retrenched people and replaced then with non functional system
[protected]

I have been trying to sort out my billing problems now for months. Today 26 Aug i phoned again since my DSTV has been Disconnected since May 2019, only to find out that i am owing a big amount and this after i have been disconnected for months. When you get through to the call centre no one can assist and the query should go to the billing dept whom will phone you back with 48 hours, or you can email them and then the emails come back. Now how will i ever sort this out and get to have DSTV AGAIN if they cant even bill a person correctly, they are just trying to make money (stealing)
Ref:[protected]-2 this i was given this morning and still no phone call from anyone !

The person that "helped"me said he cannot give me information on the cancellation policy someone will call me back. I then asked him WHEN someone will call me back because he cannot help I had to ask him a couple of times and he hung up on me. I was NOT abusive or rude. I just said please give me information.

If I wasn't convinced to cancel my service. I now AM

Good luck with keeping customers !

I insist that this matter gets dealt with

Acc [protected] - 6 The Village - PVR decoder - Smart card [protected] ?
Smart card number nor sure as we have holiday guests in apartment now

I have been trying since yesterday 4pm to switch on this decoder for the guests
They wanted to watch sport yesterday afternoon
3 x Customer agents tried to help but were unable and said they have escalated it to management ...
This is an on-going problem which have complaint about on several times!
But DSTV is not doing something about it

I have asked to speak to supervisors but did not get so far

My guests may cancel their stay which is a lot of money R 4 500! because of DSTV not working. Will DSTV refund me this amount if they cancel. We do advertise that apartment has got DSTV. My account is on debit order and not in arrears

There is also a smart TV which also was connected to the DSTV NOW app and all of a sudden is asking for me to enter code on other device. Once one connected it should stay connected. I dont carry my laptop with me everywhere to enter CODE again

Last OPTION is to leave HOLIDAY account ON permanently and i will switch off at electrical plug if there are no guests. This way DSTV can calculate how many days it was ON or OFF and bill me accordingly

Please come back to me URGENTLY and SOLVE this problem
1. Switch on decoder above
2. A solution for future switch ON

regards
Nico Johnstone
[protected]

Date 3 August 2019
Ref to ref : [protected]/c2
Applied for price lock middle of July 2019 which was approved & received my decoder etc via delivery
DSTV consultant came to connect the system for me on 3 Aug 2019. I was told that I would pay pro-rate as my package runs form the 13 - 13 of every month and the new price lock price of R899 would kick in from the 13th.
Very happy, all set up etc until I got a notification from DStV stating my amount going off on the 13th is R1609.16 for services. I was a bit shocked but presumed it was pro rate (but didn't make sense as my calculations told me it would be R899.00 plus +- 350.00 . I contacted multi choice on 021 5082222 was told they could not assist me, I had to contact price lock on 011 no - which I did 4x. nobody answers the phone. Today 16/8 I called multi choice again and was told on the 13/9 my debit order of R1193.00 will be collected …. NOW FURIOUS
Was told that not only was I being charged for price lock but the normal package I had been paying. They have to escalate this to accounts and "SEE WHAT THEY CAN DO". This is totally unacceptable. The consultant told me he cancelled my previous subscription and that I would only be charged pro-rate from 3/8 - 13/8. Should I have cancelled or rev this debit order, my dstv would have been disconnected.
I want this sorted out IMMEDIATELY. Who in their right mind has so much money to pay for DSTV.
Want my account to be refunded for the unnecessary charges.

On the 14 August 2019 I visited RF Technologies which is a Multi Choice/DSTV Approved Agency in Bloemfontein, Dan Pienaar for decoder repairs. I met a supervisor who calls him Kevin Barlow, who took in my decoder and asked me to wait for 10 minutes. After over 15 minutes I went to get an update but only for him to refer me to his subordinate and couldn't even remember my problem.

I refused to be assisted by the other guy and wanted him to finish the transaction that we started. He then asked me which decoder I gave him, which clearly said he can't even remember what I gave him. He gave me the decoder back and explained that is fine and apologized. And he continued with the other client and never paid an attention to me but tried to dismiss me.

I told him that I'm not happy with the level of service he gives me and the reluctance and undermining me as a client. I asked to speak to the manager and he's response was that he's the manager. I asked that he should then give me his full names and his position which he explained that in actual fact he's a supervisor. I made him aware that I'm going to report his behavior and conduct.

I'm furious that I was treated with disrespect for a prepaid service over the same client that we are just the same and he continued to give attention to her and never saw anything wrong until warned him about my intentions to report him, which then he apologize.

How do we get to be treated like this in your business which we are faithful to? I think the guy doesn't deserve to be in the front office of your company to choice and clients as they come and total forgets the initial one's for whatever reason. I have over 16 years of costumer service experience and you don't treat your clients with disrespect and attitude.

I had to leave the store without even knowing if the decoder he gave me was the correct one which I gave him or if he did fix it. He never even bothered to ask the history behind the decoder, if it was the first time I'm experiencing the problem for him to make a correct diagnosis or explained what could've been the problem and what steps to take should such happen again. Showing less interest in servicing me, I had to drive back home for over 200km. So I came back home with a device that couldn't be mine or fixed and that I might have to drive to another Agency with my cost due to his negligence and unbiased attitude and prejudice exercised against me for whatever reasons he might have.

I demand action and report as well as follow up to this matter. I want my rights be protected as a consumer as much as the company's are protected. How many clients might be treated like this and they are quite maybe? Let's fix this and fix it completely.

I want us to remain on the matter at hand as the are other issues I can raise but for now I need to address the consumer rights and client service standard and service provider responsibilities.

I've been with Multi Choice for a long time and this is just unbecoming.

I hope you find this in order.

Yours sincerely

Thabiso Motjetje
[protected]
Cell : [protected]
[protected]@gmail.com
[protected]@lekwa-teemane.co.za

As I await your response in anticipation.

This matter will be escalated to Consumer Commission and other regulatory bodies and authorities.

Hello dstv,

i am very frustrated with your service right now, i payed 640 towards my account but i keep calling you every week asking to be reactivated because i get disconnected somehow ask i write this i am disconnected as again. this is unfair and frustrating because this is not sabc we pay and when we don't pay you don't even pity us you switch of your service not it is more annoying when we have to suffer even after paying. please i ask for you assistance urgently. this means i wont watch the queen because call center says they cannot assist me only finance can assist me.

Regards

KHANYISILE MLANGENI your telesales lady puts down the phone when I told her I only have one TV and would not be interested in an additional decoder..
I find this kind of attitude disgraceful!
I am a client of yours and this is how I get treated.
In addition to the above I have left at least 20 messages a few months ago in regard to a special you were running. To date not one call back.
I am amazed that a company as large as yours gets away with such terrible service.
I even sent mails through previously without return.
Clearly having somewhat of an monopoly equals bad service..
I suggest you pull your sales team together..
You won't get away with crap service for ever..
Regards
Brett Cooper