DStv cancellation, downgrade changes

MultiChoice recently made changes to the way it handles cancellations and downgrades of DStv subscriptions, doing away with its system that offered pro-rata refunds.

Previously subscribers were able to downgrade or cancel their DStv service at any point in the month and get a refund on their subscription fee depending on how many days of the month were left.

This has been changed so that cancellations and downgrades are only processed at the end of the month.

It is still possible to upgrade to a more expensive package at any point.

A spokesperson for MultiChoice said that the changes were implemented on 17 September 2014 and were not as a result of a change in policy, but rather bringing its systems in line with existing policies.

“We’ve recently reviewed our business processes to align with our upgrade/downgrade/suspension policy, which has brought about this change,” MultiChoice said.

The pay TV operator added that the DStv service is a month-to-month contract.

“When a customer pays the subscription, the contract for that month is fixed,” said MultiChoice. “A customer will be able to upgrade their package at any time during the month as we don’t want them to miss out on any special events or shows on channels which are not on their current package.”

When you upgrade, you will need to immediately pay the difference in subscription fees to honour the contract, MultiChoice said.

Asked how subscribers were informed of the change, the spokesperson said that specific customers were notified via the website.

“A notification was placed on DStv.com informing these specific customers of the change and we have also been assisting our customers on a one-on-one basis with their queries,” MultiChoice said.

Thanks to Bashan for sending this in.

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DStv cancellation, downgrade changes