Reinstall Claim and Agent Failure

Please find the recording attached for your reference.

You will note that my reinstall claim was submitted on 11 December 2025, labelled as the initial call. The faulty decoder was then submitted on 15 December 2025 by an in-store agent.

I would like to raise the following concerns:

While you state that there is a 12-month reinstall limit, none of your agents informed me of this. This suggests either a failure to disclose critical information or a lack of product knowledge by your agents.

I was repeatedly advised by your agents that I would be contacted to process my claim. To date, I have not received a single call.

Due to your agents’ failure to inform me of the 12-month limitation, I have now lost access to my equipment, including:

Wall bracket

Satellite dish

Smart LNB

As a result, I am currently paying my DStv subscription but am unable to watch any content.