It took Sowetan Consumer roughly seven hours to solve a family’s 14-month headache to get their R41,000 refund from MultiChoice, which was erroneously paid for a R410 DStv subscription.
Since 2021, Mamsy Mokgatlhe, 35, a general worker from Mahikeng, North West, had been battling to get her late mother’s refund from MultiChoice but her efforts fell on deaf ears as the company dragged its feet settling the matter and pay the family what’s rightfully theirs.
In November 2021, Mokgatlhe's retired nurse mother, Mpatleng, 61, mistakenly paid R41,900 via an EFT instead of the usual R410 towards her DStv monthly subscription.
Upon noticing the error, Mpatleng called the DStv customer care to ask for her money back, said Mokgatlhe.
“They asked her to send proof of payment and to wait while they were sorting out the mistake. Unfortunately, my mother fell sick and died nine days later while she was waiting for the reimbursement. I then took up her fight and, on many occasions, went to complain at the MultiChoice branch in Mahikeng. They’d always say the matter was still under investigation,” said Mokgatlhe on Friday.
But the delays did not deter her.
“In November last year, I sent MultiChoice a threatening email out of desperation,” she said.
The email, which Sowetan has seen, stated: “Please pay back our money…It’s November again. We’ve sent you everything you’ve requested or must I take this further?”
She said the company never responded to her.
Mokgatlhe said the account was moved to her father's account and was still active.
Mokgatlhe approached Sowetan Consumer and we took up her case and approached the company on Thursday morning and by 4.30pm the company had responded that it would pay the money.
“Once again, thank you so much for flagging this with us. I can confirm that the account issue has been resolved and a payment made to Mrs Mokgatle.
“Please note that this will take about 24-48hrs to reflect on the customer’s side. If there are any additional issues relating to this matter, please do alert me and I’ll gladly assist,” replied the company’s spokesperson Itumeleng Thulare.
Two hours later, the money reflected in Mpatleng’s husband’s bank account but was R1,700 short. Thulare did not respond when he was asked about the shortfall.
Asked why it took them so long to put the matter to rest, Thulare said: “Due to the nature of the erroneous payment made, there had to be extensive investigations conducted. We have, however, concluded and are happy that the situation is resolved.”
Mokgatlhe said the money would fund her niece’s tuition fees.
“I’m happy that the money is back. It’s been a long battle with MultiChoice and now it’s over. I had to be persistent because I’m the only one who is working at home and the bulk of the money will be used towards my niece’s education. She will be doing her first year [in tertiary] this year,” said Mokgatlhe.
sifilel@sowetan.co.za
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