MultiChoice Kenya Head of Marketing, Celeste Muli, Head of Customer Value Management, Lucy Mwakalama and Corporate Affairs Manager, Philip Wahome
An unhappy client has exposed GOtv Kenya for failing to comply with a refund request.
Speaking out via Facebook, the victim, named Oscar Ochieng, explained that on 21st November 2022, he mistakenly made a Sh13,000 payment for a subscription package priced at Sh1,300.
This resulted in an excess payment of Sh11,700, a hefty amount considering the current harsh economic times.
In a bid to recover the funds, Mr Ochieng contacted the company’s customer care service, informed them of the error and followed all the steps they advised him to take.
Initially, they informed him that a refund would be triggered 14 days after he submitted all the required documents, which included a written e-mail requesting the reversal and a copy of his ID.
But after this timeline elapsed, the monkey games began, and up to date, he is yet to receive his money.
The staff at GOtv have been making all types of excuses, which have led him to grow impatient and worried that he might never get back the amount.
In his submission shared below, he says that most recently, the company’s customer care representative named ‘Doreen’ hang up the phone, saying that her supervisor was ‘not in the right mood to talk’.
“Hi, Kindly assist me here by posting this on your timeline, as it will help me get refunded.
I erroneously sent money to my GOtv Kenya account for the November subscription, being that the children were home and they needed to get entertained.
Unfortunately, instead of sending Sh1,300, I sent Sh13,000 to my GOtv account number 7017680973 on 21st November 2022 under the name OSCAR OCHIENG.
I contacted them through their customer care number.
They advised me to write to them an email requesting a reversal, which I did.
The following day, they sent me a form to my email which I was required to fill, scan and send with a scanned copy of my ID too.
I did that too.
I called again, and they told me to send my bank account number, claiming that they don’t refund through the mobile number, though I sent the subscription fee through my phone number.
I did that too, and they promised to refund the money after 14 days.
Now, 14 days elapsed, and I called again, only to be told that I should wait for 14 working days exclusive of weekends and holidays.
I remained patient until those days elapsed again.
When I called again, they claimed to have refunded the money to my Equity account on the 7th of December this month, even though there was no money sent.
They insisted that I should go to the bank and check again. I did as they said, got impatient, and called them again.
They told me to print my bank statement, scan and send it to their email, which I did.
The bank also got tired of this issue and they wanted to talk to GOtv Kenya to confirm with them if they truly sent the money, but when they called to talk to them, they hung up and refused to cooperate.
One of the customer care on the phone called Doreen said that her supervisor was not in the right mood to talk.
I am worried and disappointed with how they treat their customers because I have used a lot of money to make a follow-up on the refund,” the victim laments.
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