Multichoice
Misleading decoder prompts

Every month I get decoder prompts explaining payment details, last month i received a prompt saying please pay today to avoid being disconnected, i followed the prompt and paid on the same day as the prompt was received. This month i see i have been charged R50 connection fee even though it was paid as per the decoder prompt.

i called customer services, who said they would call back on either on the 30th April or the 1st of May, no one called, i had to call back today, i spoke to consultant who was only interested in explaining that if i pay by debit order this would not be an issue. i tried without luck to explain that i wasn't calling regarding debit order billing i was calling because of the additional amount charged even though i followed the decoder prompt..
He did explain that the decoder prompts are just reminders only, I'm not sure what this means, does this mean they are irrelevant in terms of payment dates, if so i find this misleading, you have statements which say pay on one date and decoder reminders which suggest a certain flexibility with regards the payment date otherwise why send them?

Company: Multichoice
Country: South Africa
City: Accounts

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