MultiChoice Africa / DSTV
Reviews and Complaints

I ordered a new decoder at the beginning of April - with price lock (R899.00) received the unit - a week later the installer removed the old decoder and installed the new unit. All seemed fine the unit was in working order. I was asked that the monthly payment must be done by debit order to which I agreed (R899.00) only to discover that R2334.00 was debited from my account.

On querying it I was told that I have been billed for the unit from date of delivery although the unit was not yet installed and also been billed for the old decoder not in use, was removed by the installer. I had a similar problem when the previous decoder was installed two or three years ago with being over charged. For that reason I never made payment by debit order, now I'm having the same situation with money charged not agreed to at any stage.

I will appreciate your assistance in this matter to have it rectified, I have been paying my subscription fees every month for years without any issues - every time I upgrade there seems to be financial issues.

My ID Number - [protected]

Thank you

Shane Booysen

Complaint :
Installer based in Alberton Johannesburg at the Lemon Tree Shopping Mall, I had an installation booked for 13h00 03/05/18 and when they did not arrive at 14h00 I went over to check if everything was still on track.
The lady I spoke to at the reception counter was Shaney, who was very rude and unhelpful.
What she advised was that 1 of their installer's did not arrive at work and they were running behind, this is understandable, as these events do occur, but the attitude and the way she addressed me is not what a front end person does.
Tone and manner of speaking was not warranted.

I asked if it was possible to give me a time frame of how late they were and her answer was no.
I asked if possible to contact the 1 installer that they had covering both jobs and she replied no.

Next I asked whether the installation could be done over a weekend, no.

My next question was could I cancel my installation request, she without answering picks up the phone to someone and says installation for Naidoo is cancelled and then pages through her file to find my installation request.
I really should have kept quiet, as she proceeded to pull out the application of another Naidoo and proceeds to cancel without even checking.

I then asked if there was a complaints department I could address and she said, you can contact the Head Office, and then proceeded to speak to the person behind me.

If this is the kind of service levels that Multi Choice offers to the public it is surprising that you still have customers.

I do not know the name of the agency, but the telephone number for them is [protected].

I would really now consider ever referring anyone to use your services and I am unfortunately bound by a 24 month price lock package and cannot move away.

Looking forward to your comments or a way forward.

Kind Regards
Claude Naidoo

On the 25 April 2018 I made a payment for my subscription of R574 via FNB cellphone banking Multichoice is a public recipient listed under FNB beneficiaries .. Like i have been doing to months.
Ont he 26 April the checked my balance via *120*68584# double checking whether payment has gone through, balance still reflecting. 27 April I called the call centre ********** 222 and spoke to Lebohang and she requested me to send her the proof of payment and email it to ********** as well which i did.
The reply below.
----------------------------------------------------------------------------
Enquiry Reference Number:
********** 1

Dear Shanalee

Thank for your email, please be advised payment is delayed by your bak.Since your details are correct there was supposed to reflect normal

Kind regards,
Lesiba Raphadu

I then called FNB and was informed that payment has definitely left my bank account.
2 May I called again this to speaking to a supervisor "Larshan" who tells me that the payment reference or the DSTV account number was incorrect. I called FNB again! FNB confirmed that that is the correct account number as multichoice has multiple bank accounts of which ********** 3834 is one of them! This morning my services is disconnected! THIS IS UNACCEPTABLE! I am actually so fed up with having to phone dstv everytime to have this sorted out. What more must i do? The bank has done there part by sending the proof of payment! Why is dstv not sorting this from their side? UTTER Rubbish service!

Morning

On the 02 May 2018, I took the explora decoder to DSTV Festival Mall, because the day before it was showing exclamation mark and wasn't working. So the lady who was helping me named Constance, said that what is causing the problem was the power supply priced a R350. So before I bought it, I asked if it wasn't the problem will I be refunded and she said yes.

Unfortunately it wasn't the problem, and I returned it. On my arrival, the lady (Constance) shouted at me and told me that I was not going to be refunded. when I asked to speak to the manager, the manager never come to see me.

I am disturbed by the way I was treated at this Festival Mall DSTV shop and now am stuck with a power supply which am not using.

I am not happy what DSTV has been belling me, This months they charged me for the recording of a decoder that 's broken and replaced and I called them to inform them to cancel all the service on that decoder and replaced it with another one but they still charged me for both !
I also cancelled Shomax a couple of months back but they're still charged me for it till today ...
It's a bad idea to pay DSTV by debit order

Good day
My PVR Decoder was damaged by Lightning last year and I have received a new decoder end of Apr 2017. Ever since, I was not able to receive my Box office movies rented. As I am a debit order payer, I do not need to pay cash into some account, as per just one of the many answers given to me about my complaints. The last time I tried to rent, before yesterday, was Sept 2017 - which was unsuccessful as well.

Nobody seems to have an answer for me. The last consultant proposed I defragged the decoder as he thinks my hard drive is corrupt. So was I given a decoder then with a corrupted hard drive from the beginning? As I was never ever able to rent from box office since I received the new decoder. Someone even said that it is those upgraded decoders - 'Eish - lots of troubles"

These so called "troubles" are not my problem. I fail to see why I should pay my full monthly amount if I can't even use one of the simpler features of the PVR!

This is not acceptable

Please help

I was emailed today from my debit card saying i was declined for a purchase from mutichoice Africa, luckily i do not have international charges set up on my card. I do not even know what Multichoice Africa is nor did i try to charge something for their service, very upset, i will find out whom tried to order with my card though. What kind of business is this

My price lock contract came to an end on 24 March 2018 and I was paying R934, around 15 March 2018 I notified the call centre that I would like to take up another price lock but this time just the subscription and I was told I will be paying R848.

To my surprise my debit order for March 2018 was R1068 and I was told it was because I took another price lock. In my mind I should have been charged R934 to conclude the 24 months price lock contract.

I complianed about this on twitter and through call centre and DSTcare said someone wiull contact me. I have been waiting since.

This month I have been debited R983 and I don't know for what now because I am expecting a debit order of R848. To top it all I havent been receiving any statements from multichoice when I queried this I was told I must log onto my account to view my statements, I mean surely multichoice has an obligation to send me my statements like all other service providers.

I am very upset with the service I am getting

In February 2018 my debit order did not go through I called to ask why and they told me I have credit which I did not understand why. I told them it cant be and because it wasn't deducted from my bank account. I called back everyday for about 4 days to tell them to deduct the money because there is a mistake and they said no there is no mistake as I don't need to pay for feb march and april. I told them I don't want to hear along the line that there is R1000.00 of rands I need to pay as its money I don't have. to my surprise this month the subscription was cancelled and now end of this month I need to pay R 1163.22. I spoke to nora the ref number for my call was [protected]-I70 was when I was told I have credit!

I would like this to be resolved I mean this is not my fault for me to pay all this money in one month I do not mind paying for this month coming but I don't want to pay for the months It was not my mistake.

my email address is [protected]@gmail.com

Since I got my decorder on the 22 December 2017, I've never paid R549. Its amounts that no one at the call Center can explain including the supervisor. Its been R786 Jan Feb R849 March R1289. Feb and March the debit order for reversed because it was not the amount I signed up for since Feb. I've been waiting for a statement as proof of all these extra chargers that keep accumulating and till date, I've received nothing. I've spent 187minutes in total, on the phone, speaking to different consultants and supervisor but my problem hasn't been fixed. The account is suspended but more fees are accumulating. The more I wait the more money, I must pay. Now I want cancel the price lock plan but more fees need to paid and this inconvenience is caused by multichoice but I must pay the fees. This is unacceptable. And will be reversing the R2885 debit order that is already set on my account.

Good day.

I am appalled by the service I received today at Multichoice from a consultant named Mapule Manoane, I called in to activate a new Dpp decoder and the consultant was extremely rude, I was making remarks about the decoder whilst on the phone and she was so quick to tell me how she will hang up on me coz she's not obliged to help me. Confused as I was I asked her why she will hang up coz I wasn't even talking to her. I requested for the supervisor who introduced himself as Musa and she told me to hold with attitude the supervisor took the call and whilst on the call with the Supervisor I could still hear her at the background swearing and cursing. It is extremely disappointing that we pay so much and in return get such service from rude consultants. I would appreciate to hear what senior managers have to say about this. It's amazing how Multichoice is rated the best in customer service yet we get treated as if we don't pay for the services.

Regards
Bongiwe

Good day,

I am highly upset with the service i have received from DSTV(multi-choice).

On the 20/04/2018 i purchased a dstv single view 5S decoder.

a week before on the 15/04/2018 i called in to the call center (using my fiances phone ********** 275) enquiring about purchasing a new decoder and what it would take and how much would my prorated fee be from the 15th to the 20th of April.(but i was not told that if i purchased a decoder without installation i would need to still get an installer to come in to assist with the installation as i already have a dish and cabling and thought i could just connect my decoder and start watching dstv.)

on Friday 20th April 2018 I called( ********** 475 My Number) in to the call center and spoke to katlego qhoboshiane(who did not ask me about installation or anything of that sort)

i then got home around 10PM that night and tried connecting my decoder only to get an error message about connection by the step 3 of 4(installation wizard)

i then called into the call center to speak to a consultant who could not assist me and a manager who was not understanding my point that i can not pay for an installer to come in as i was not told by any consultant during any of my conversations that i would need an installer to come in to assist with installation even though i had a dish.

i also refuse to pay the R406 that was due yesterday as i have not used the decoder at all as yet and got pathetic service from a manager in the call center insisting that i must pull my own money out to pay an installer to assist with my problem and that he would not be able to assist in pulling the calls i made using my fiances phone, to listen to the calls i made prior to Friday, as she is not a DSTV customer which i feel is nonsense reason being that you should be able to pull any call with any number whether a customer or not (as i know this because i work in a call center).

i would like to receive feed back with my Query ASAP as this service unacceptable.

We are paying for a full package DSTV which has many repeats and now to my display DSTV removes Glow TV, the one channel, other than the sports channels, that I was enjoying thoroughly. What reason could you possibly have for removing the channel especially since viewers would have been watching the various series on a daily basis. Now in the middle of the series, DSTV cuts off Glow TV. One of the few Indian channels and it gets removed. Totally disappointed and especially this was done without taking in account the feelings and opinions of your viewers.

On the 17th day of march 2018 1 of our decoders was flagged for piracy.we reported the incident to dstv office in Port-harcourt Nigeria for a possible resolution. Our facility was visited by an official Mr. Chris and he said we are on a wrong plat form and migrated us to the mud commercial platform which is not acceptable because our facility is being occupied by Europeans, Indians, Chinese, Senegalese and south - African.We have complained to mr. chris who's assistance to the matter is very encouraging, but we have waited for more than 3 weeks and still counting for his boss mr.adeniyi balogun to give the go ahead for them to return us to the platform we were before.we have also sent an email to mr.adeniyi balogun concerning this issue but still no answer.Life now is so miserable in the camp as the residence here find nothing interesting to watch during their leisure time.we are using this medium to plead for a swift response to this issue.Here is the smart card number that started the whole mess ( [protected])

Good evening
To whom it may concern
In Febuary I received emails saying that for March I could get premium package at 599.
I then went on line and switched to premium it then didn't discount to the amount at offer I then phoned in the 28th Feb, reference (my account number)-i55 lady said she would sort it. Next month March I receive sms do you want to continue with the special price reply yes? I replied got that discount for April yet March's discount is still outstanding call again (my account number)- i65, lady tell me sorted in fact to ladies worked on my account that day... still not sorted ... speak to messenger ~lmb no help from them.
Go into store (my account number)-i75 being told it's sorted still not sorted... call again -i83 or -i85 being told it sorted still not sorted could someone please sort this out as it's very frustrating being told to pay a bill which does not exist, every time my pvr settings gets switched off then I need to make contact to get it working how much more times must I contact dstv to fix an internal issue even after receiving and apology email saying it's sorted ?

DSTV Customer Number, account in the name of W Braine.
On 17 March I responded to a DSTV advert offering me a full year at the current (pre 1 April) price if I paid before the end of March. I contacted the Call Centre and was told that if I paid R9 614 I would qualify for the offer.
I paid R9 614 that same day.
On 20 March I received an sms telling me to pay an additional R374.
I contacted the Call Centre using the Durban number at 09:17. The agent I spoke to told me that the records indicated that my account ran from 1 April, which was why I had been charged the increased rate. He told me that he would escalate to arrange changing my invoice date to 17 March which would have the effect of removing the outstanding balance.
On 14 April I received an sms advising me that my subscription was up for renewal and that R799.33 (not the original R374) would be deducted from my bank on 18 April.
I phoned the Multichoice Call Centre at 12:57 on 14 April and spoke to Rabia. She assured me that as the issue had been escalated nothing would be deducted from my bank account.
18 April R799.33 was deducted from my bank account. I did not phone the Call Centre again because it appears that they are unable to deal with this matter.
What I am seeking is a refund of the R799.33 which was deducted from my bank account in contravention of the promise offered by the special offer, together with an assurance that my account will come up for renewal before the end of March in 2019 so that I do not have the same problem again.

They need to get their information right - I am very unhappy with DSTV staff they are not helpful at all, I did not have DSTV for a few month as my decoder broke and went in for repairs on the 29th March I had sent an email requesting how much I should pay - in the meantime I have moved as well so I asked for an installation company as well - I paid the installation R450 and was told I needed to pay an overdue amount of R364.13 and a re-connection fee of r50 + a pro-rata amount of r141.97 + r24.68 = r1030.78, I have been with DSTV for a while and I know I have to pay my monthly subscription however who on earth wants to pay for DSTV for a few days it just does not make sense, why did they not give me my full amount when I asked for it where am I suppose to get an additional amount of R599 on the 16th March - when my pay date is the 30th March - You have disconnected my account and yet when I went to pay DSTV your email staff told me to pay R630 when I got to the shop to pay they told me to pay r580 nevertheless I paid R630 now you disconnect my DSTV and I get told to pay on the 7TH when it is not even my pay date - I am very disappointed in the service I have received and feel this is unethical. Please look into this matter and get a manager to assist me!

To date they have reconnected my account yesterday then suspended today - your staff are incompetent and not addressing the issues correctly.
On the 29th March I asked for the amount I should pay the next day which is the 30th for my pay date they told me I must pay R680 when I went in the store the cashier had asked me why I am paying R630 as I only need to pay r580 nevertheless I paid R680 then on the 6th April I get an sms again to pay really?! I have been asking and fighting about this since the 29th April the consultants kept insisting that I should pay on the 7th as it is my pay date!

They made a mess as my date is the 30th now it is my fault it is the middle of the month I paid account that I got from dstv now there are additional amounts added in the middle of the month! this is unethical and truly not fair as when DSTV staff make errors we the consumers are responsible for it and everytime I ask for my account balance it changes.

I just need proper assistance and I need to deal with one person.
Unfortunately I have a budget and I stick by it so you can keep my dstv suspended as it is 17th April - my payment date is the 30th and I have paid what I was told to pay, so unfortunately with you mistakes I can only afford to pay on the 30th April.

My contact number is [protected]
email is [protected]@everitt.co.za

Good day

I normally pay on the 10th of May. Ones a year so I can get the 12th month free. I paid late last year because I was not warned early via decoder. Then DSTV change me to a monthly client without telling me and not on the 17th of April not 10th of May I now have to pay meaning my 12th month I am loosing out on as everyone can see I always pay ones a year.
Please call or contact me
Cedric Masella
[protected]

ID [protected] I phoned the call centre to upgrade from access to the compact package. Agent assured me that my new installment will only be due on the 25th of April 2018. She even confirmed that the amount would be R525. 00. On the morning of 14 April 2018 my connection was switched off. I visited the nearest office to query this and they said there's nothing they could do we have to pay first. I am very unhappy with the service as at this moment I do not have money to pay the amount they requested. I spent R50 airtime and spoke to 3 different agents on 14/04/18. I need my services to be reconnected and someone to call me to apologize for this inconvenience asap

Good day,

I am very frustrated at this point my dstv was disconnected two times in the last week. I have send yoy a proof of payment of R290 that was not allocated to my account and its still not allocated! My account due end March was R284 I paid R290.. I added a explora on 3 April amount to connect was R348 and I paid R350. So do I do not know who cant do maths but I do not owe anything on my dstv account.

Please do fix this as soon as possible! I am going to the media if you dont fix this very soon! As I said its been a week since Ive send you proof of payment and still it doesnt show!

Please fix this and contact me urgently!

Regards
Petro de Lange
([protected])

Sent from my Vodacom Tab