Multichoice
Ineffient Call Centre and Agents

My service was disconnected on the 27th of March 2013, though my payment date is the 28th of every month. Payment was made 27 March @ 15:46. When I got home I had to phone the call centre. It took me more than an hour to get my service restored. Two calls had to be made. The first call dropped after 15 minutes. I had to phone back, as Multichoice has a policy not to phone the customer back. The next call I made took more than 40minutes before the agent could restore my service.
In total the phone call cost me R152. Remember MultiChoice don't have a toll free number and they dont phone back any customer. Secondly their call centre was not sat up correctly, where one had a selection for Xtra view. (It has recently been corrected. Thirdly the agent could not resolve my query. The response from MultiChoice is that Xtra view is a complicated system. This is unacceptable.
Your inefficencies resulted in phone calls totalling R152. We are in a business relationship. If I don't pay my account I get disconnected, and have to pay a reconnection fee, but if you are in the wrong you expect an apology should suffice. This is a one sided contract that only benefits MultiChoice!!!

Company: Multichoice
Country: South Africa
City: Cape Town

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