Account rearranged

The past Saturday I went to tone of the DSTV outlets in Mondeor as Catch up wasn’t playing and it jammed. Had that call sorted out but to my surprise today I now couldn’t watch extra view on the bedroom decoder. My first guess was they probably didn’t link it up to the decoder they exchanged with. Went into the store again to sort it out and also to have my other decoder (that didn’t have a package but was insured) to be linked to the premium package as these small decoders have issues. I was told they can do it however they are having system issues and they have escalated for both changing the package to the other decoder and the other to link it up with extra view. And now to my surprise when I’m trying to catch up on my daily tv shows, I get an error saying “This decoder is PVR, if u upgrade your subscription you will be able to enjoy the all PVR features”. How did I get to all that as catch up has always been in my subscription and all of a sudden I can’t watch it. And then I go onto MyDSTV app only to find out that my account has been messed up. Add ons have been removed, I now have 2 compact packages, premium package is now on DSTV stream. What made it all worse is that the guy I spoke to at the call centre told me there is nothing he can do and I could tell he was rushing to go home and then hung up on me.

Is this the service we are supposed to be receiving after paying so much money for things that don’t work and having being inconvenienced.

Please sort this out ASAP