A woman paid for a 3-month Premium TV package from Kyivstar, but her payment wasn't processed, according to the company's response.

A woman took advantage of a promotional offer and paid for 3 months of the Premium TV package from Kyivstar TV. However, the operator claims that it has not received any funds from her. She shared the situation on her Facebook page.

According to her, on the day the service ended, she paid for the Kyivstar promotional offer, and the service was activated. Now they are telling her that the customer did not make any payments, and they deducted an additional 396 hryvnias, which she had already deposited on her phone as a monthly fee.

"Never use promotional offers from Kyivstar. It's time to change companies. In December, I fell for it and paid for 3 months of the Premium TV package from Kyivstar TV. The payment was successful, but the company claims it hasn’t received any money from me. On the day the service ended, I paid for the promotional offer, and the service was activated. Now I’m being told that I didn’t make any payments, and they deducted another 396 hryvnias, which I had already put on my phone as a monthly fee. The monthly fee is 375 hryvnias/month. For one day without sufficient funds, they deduct 20 hryvnias. This is already the second issue with connecting Kyivstar TV. I thought they had improved, but no. What frustrates me is that I send a screenshot of the payment, and the company doesn’t even want to look into it. At Kyivstar, the customer is always to blame. In these cases, contact the bank. Now I will have to trace the money with PrivatBank, and I will have to provide documentation. Update. It took me three hours to get them to accept a request in accounting to trace the funds, plus another hour of writing emails. As it turned out, the system deducted the money but did not credit it to the account. Meanwhile, they insisted for three hours that I hadn’t transferred any money. They just stared at the payment receipts and couldn’t explain anything. I hope the company has the decency to credit the amount to my account. Conclusion: Kyivstar steals money on promotional offers from Kyivstar TV. Never take their services," the woman shared.

Kyivstar's Response to the Complaint

Kyivstar apologized for the situation. The customer was asked to message the community directly and was promised that they would look into it. She noted that she spent 4 hours on this "correspondence." Only the fourth manager accepted the request to trace the funds. The bank sent a message that the money was received by the operator. She is now waiting for the amount to be credited to her subscriber account.