BAD SERVICE DSTV MULTICHOICE

I have been a dstv client for almost 20 years. I want to add a NEW CHILD ACCOUNT to my profile since last year. I've sent numerous emails to "***" with no reply. I went to the walk in centre at N1 city and was told to send an email to the address above. I've sent another email yesterday 17th Jan with no luck or reply. I called *** this morning and was put on hold for 10 mins only for the lady to come back and tell me that they can escalate my query or I must go back to the walk in centre in N1 city AGAIN!! I'm fed up with this back and forth!! Why can't they assist me or point me in the right direction and let a competent person help me??? Sick and tired of bad service!!