Bad service provided from this company

Nadia Davids, Dhirden Maharaj,Mobeen who didnt want to supply me with his surname they were very rude, as I explained that we having a problem with our decoders which are not working and this was happening for the 3rd time in 1 week and strange part is that on Saturday the 09/02/2019 my mom called she spoke to Jacqueline who managed to help her with the very same problem, but today 13/02/2019 the above people can not help us instead they making an issue about what kind of package do we have and when I tell them we not sure because we calling on behalf of my dad who is not around so that they can help us, as they did on the 09/02/2019, as this problem keep on happing, and when I ask them to check on their system as the money is being deducted every month on my father's account, what is he paying for they tell us that it doesn't show any package of which we find it very strange all this time wr have been watching the tv with out a problem , now that we have a problem we not getting any help ,while we were helped on the 09/02/2019 with out my father being around as we gave them all the info they wanted.I think there is no consistency in this company as the other 1 does help then the other doesn't wanna help, but the money is being deducted with out fail.