Appalling Service

My partner requested that I be put on his DSTV as a 3rd party, so I would have no issues when phoning. The first consultant I spoke to - her name is Wanda, told me that the letter would arrive in 2 mins! Nothing! I called again and the gentleman told me he would escalate it and I can expect the letter confirming my 3rd party in 24 hours. Nothing! I called again and was told I had to email DSTV to request this letter. This is a waste of my time. Please can a manager call me and send this very simple letter to me.