Pay TV operator TopTV is scrambling to reimburse current and former subscribers - 1 500 of them in total - whose bank accounts were erroneously debited by a double debit order run and says everyone will get their money back and that subscribers and former subscribers who incurred banking charges because of the mistake will also be compensated for that.
TV with Thinus broke the news RIGHT HERE that the pay TV operator has been plunged into a customer crisis after the operator incorrectly took double the amount of money - in some cases R498 - out of subscriber's bank accounts when a double debit order was run. Subscribers paying by debit order and had their money taken on 25 January, discovered another debit this week, leaving many suddenly struggling with their personal finances due to the unexpected money grab.
''It's not the entire TopTV subscriber base, it affects 1 500 current and former TopTV subscribers,'' says Melinda Connor, TopTV spokesperson, who attributes the double debit order mistake to human error. ''What happened is that when files were send through to Standard Bank to run the debit order, it wasn't checked properly from TopTV's side. The billing department didn't look to check for duplications or incorrect amounts. We were made very aware of it very quickly.''
Melinda Connor says TopTV's finance department ''is reimbursing the debited amounts immediately. Some people need to keep in mind that TopTV banks with Standard Bank. Subscribers who are affected and are Standard Bank clients will see the money reflected back in their bank accounts straight away. For some at other banking institutions it might take 24 to 48 hours before the money reflect back in their bank accounts,'' she says.
For subscribers who incurred additional banking charges because of the erroneous double debit order, TopTV will imburse as well. ''For subscribers whose accounts were overdrawn or went into overdraft because of this and incurred additional charges, TopTV will be covering that for subscribers as well. Subscribers have to fax or email us a bank statement as proof indicating what charges have been incurred and we will make good on those as well.'' Subscribers can email accounts@toptv.co.za, fax 011 582 0312 or call 08600 86788.
TV with Thinus is aware of TopTV subscribers who in tears, called TopTV unable to understand what happened, several threatening to cancel their subscriptions. The pay TV operator has been apologizing profusely for the mistake. I've been told that ''the mandate is if this doesn't get sorted out quickly, heads will roll. TopTV is very aware of this error and is being proactive.''
ALSO READ: TopTV in big customer crisis as pay TV operator does double debit order runs on current and former subscribers.
ALSO READ: 1 500 current and former TopTV subscribers affected by disastrous double debit order run.
