Misleading Sales, No Collection, and Ongoing Unauthorised Debit Orders
I entered into a telephonic contract with OnAir in April for a DStv Explora device. When the device was delivered, I immediately realised I had been misled by the sales agent about the product. I contacted OnAir the same day, and after their investigation they confirmed that I was indeed correct about being misinformed.
I cancelled the contract immediately in April, and since then OnAir has repeatedly promised to collect their device, yet months later, it is still in my possession. Despite not using the product at all, OnAir continues to deduct money from my account every single month.I have sent emails that were never responded to. I have made countless phone calls, only to receive empty promises and excuses. I have been told that the delivery company “could not reach me,” yet no one ever called to confirm my location. Last week I even received a message confirming a collection time, but when the time passed, I was told they “could not find my address.” This is extremely frustrating because they had no problem finding my address when they delivered the device.
At this point, I feel completely let down by the service. I have been patient and cooperative, but OnAir has failed to resolve a simple cancellation and collection for months while continuing to debit my account without authorisation. This experience has been stressful, time‑consuming, and financially unfair.
I am requesting immediate collection of the device and a full stop to all debit orders. I also expect a refund for all deductions made after the cancellation date. My experience with OnAir has been deeply disappointing, and I hope they take accountability and improve their customer service urgently.