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An LNB cable pin got stuck inside our new decoder and my mother (the subscriber) took in the decoder at a Multichoice branch in Pretoria CBD which is at the Middestad building on 02-12-2022. She asked for the pin to be removed, but instead, her decoder was replaced. When she got home, this decoder had issues. I took the decoder back on 03-12-2022. I asked them to take back their decoder and requested that they give me back our decoder which they took from my mom the day prior. The person whom I was talking to, who claimed to be the manager, refused to give us back our decoder. I must mention at this point that the guy looked scruffy, dirty and hungover. He looked very unprofessional. He looked like he came straight from all night of partying the night prior and came straight to work without taking a bath. Anyway, as I mentioned, he refused to give us back our decoder and insisted that the decoder he gave to my mom is new. I then requested proof that it's new, but he refused to provide me with proof. He said that he doesn't even know why he is talking to me because I'm not the account holder. I had to phone my mother who is 66 years old to come to the shop. When my mom came in, she told the guy that she gives me permission to talk on her behalf. This guy told my mom that he needs a written affidavit from the police. We went to the nearest police station to get this affidavit. When we came back, they were about to close the shop for the day. With the affidavit in hand, he then told us that they are about to close the shop for the day and that we should come back on Monday. When we refused to leave the shop without our decoder or proof that the one they gave us was new, he phoned the police. The police forced us out of the shop. After supporting Multichoice for so many years, I was shocked at the level of service we received. I now understand why Multichoice is losing subscribers to streaming platforms. You guys suck and now you are treating us like *********. It's not like you are doing us a favor, we are paying. I demand that someone from Multichoice contact me so that I can put in a formal complaint and something has to be done about your manager's attitude. I provided you with my contact details below and I demand that someone phone me back so that I can sort out my problem