by Thinus Ferreira
In a repeat of the mistake, MultiChoice has for a second time billed multiple DStv subscribers in South Africa for a Disney+ subscription that the pay-TV company has added to customers' invoices without them ever asking or agreeing to the add-on service.
DStv subscribers are furious after discovering they're being billed for a Disney+ video streaming service through MultiChoice that they don't want, didn't request and never approved, with the Randburg-based operator saying it's working to reverse charges.
This is the second time that MultiChoice added Disney+ to DStv subscribers' accounts without notifying them and without getting their explicit opt-in consent before adding the streamer to DStv bills.
MultiChoice did the same thing in September 2022.
Now DStv subscribers are once again fuming after they discovered that MultiChoice added Disney+ to their bills without their knowledge as they struggle to not just get Disney+ cancelled but the charges reversed.
MultiChoice allows certain video streaming services like its own Showmax, Netflix, Amazon Prime Video and BritBox as optional add-ons to DStv bills which are then provided through MultiChoice, although DStv subscribers expressly have to first request and confirm the additional charges.
Now DStv subscribers are suddenly noticing that their monthly DStv bills have increased by R139 through a Disney+ subscription fee that has been tacked on which they were not aware of, and haven't given any consent to.
DStv subscriber Martha Vosloo, one of numerous customers who noticed the charge, said DStv added R139 "onto my account without my permission. I did not subscribe to Disney+. When I phoned the call centre I was cut off before I could type in my ID number. I had to drive all the way to their shop to cancel it - my time, my petrol!"
Hawick Roberts said "when I checked my bill there is another package added to my account and Disney+ which I have made clear to DStv that I don't want. Why is this an issue every time?"
In response to a media query with questions about MultiChoice engaging in what is known as "negative billing", the company on Thursday told TVwithThinus that "In
September 2023, DStv and Disney+ provided a 3-month complimentary access to
qualifying DStv Rewards customers".
"Some customers were erroneously billed post
the free period, and we've promptly initiated reversals, crediting their DStv
accounts with the amount".
"We apologise for the inconvenience caused and would
like to assure our customers that we are committed to resolving this matter
with urgency."
MultiChoice didn't respond when asked why the same mistake was repeated from a year ago.
The Walt Disney Company Africa in South Africa was asked for comment about MultiChoice damaging customer interaction and creating a negative consumer sentiment around Disney and its Disney+ service for a second time. A Disney spokesperson said "We have no comment to add at this stage".
