After longer than a week and some TopTV subscribers still waiting for their refunds after TopTV did an erroneous double debit order run on their bank accounts, the pay TV operator is apologizing profusely and says an upgrade to TopTV's billing system is to blame for the anxiety and emptier bank accounts it caused subscribers.
Initially TopTV said former and current subscribers who had money taken out of their accounts would get refunded within 24 to 48 hours but after a week the pay TV operator just told TV with Thinus that 60 subscribers still haven't received their refunds but will get it by the end of Wednesday.
''It's a mistake, it shouldn't have happened and TopTV apologizes profusely,'' says Melinda Connor, TopTV spokesperson. ''An upgrade in the billing system took place and with the transfer of the subscriber account details from the previous system to the new system and then to the bank a glitch occured which caused the double billing,'' she says.
''Is there a chance of this happening again? Unfortunately whenever an upgrade of a system occurs there is a chance of this happening. Having experienced this, TopTV is absolutely adamant not to have a recurrence and is better able to handle this,'' says Melinda Connor.
''We tried to return subscribers' money as quickly as possible. Banks have a mandatory 48 hour waiting period to see what files are rejected from their side. Currently there's 60 outstanding subscribers that still need to be sorted out and this will be sorted out by close of business tomorrow,'' she says. ''Helping each and every one of the subscribers is a priority.''