My monthly debit order did not go through on the 1st. I called into DSTV's "customer care" line on the 5th to query why and the consultant advised that he could not assist but would escalate the issue and give me feedback. During this interaction, I specifically requested that my service not be disconnected and that if it was I would not pay the re-connection fee.
Two days later after no feedback I am disconnected. I called in again and this time advised that I had to pay both the re-connection fee as well as the outstanding amount. I raised my previous conversation and was told there was an issue on the site but that I could have paid the account another way and therefore I still had to pay the re-connection fee. I could not be reconnected until I did.
After 30 futile min on the line, I requested to speak to a supervisor (not recommended) as I simply held for 10 more min and was then cut off. No attempt was made to call me back..
Even if it is not your fault, DSTV will not consider assisting you until you pay their re-connection fee. Whether you get it back or not, apparently that will be resolved on your next bill. They will just keep your money for a month.
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