Bad service

On the 21st of December I called the dstv call centre in Cape town to upgrade my current package.I explained to the agent that I am on a price lock package and she told me that they will have to call me back,So I was expecting a call back within 48 to 72 hrs. On the 27th I called the centre again as they did not respond to my initial request,The agent was very suprised to hear that I havnt received a call back as yet and said that they are probably in a backlog,but she has escalated to her supervisor/manager and they will call be back that same day. At 20:45 that evening I was still waiting on a call back and I called them again,was just told again that she has escalated again and that I should rather call back in the morning,because that will give them sufficient time to return my call. I called the next morning just after 8:00 on the 28th of December,I am still waiting on a call back. I do understand that there is public holidays etc. But really now,after several escalations,I still did not get a call back,so my question is,how do u guys prioritize?? I am not even interested anymore in upgrading my package,just want to finnish my contract then I will rather go another route.I am really dissapointed in the service I received and will never recommend anyone to sign up with them.