Cant seem to get assitance with Price Lock

I have called twice and came into the walk-in centre for assistance regarding price lock. each time I am told it's not the service centre that does the price lock it's another department. I have tried since the 27th of March to get the price lock, its now the 9th of April, I saw one missed call yesterday(which is still terrible service considering I was told its a 24hour turn around time) and I cant call back as there is no number to call. as a customer of more than 11 years, I cannot believe the service I am receiving. this is like a sales lead for you guys to lock in subscribers since Netflix has taken a lot of your customers. i am considering being one of those customers as its like I have to chase you guys to remain as one of your customers? who ever is in charge of that department, you need to do some serious remavping of your operating model as its not working. i am horrified at the service and the line that the call centre staff love to use is " its not our department, I have to escalate" as that's like avoidance of work, as far as customers know, multichoice is multichoice, maybe a refresher training course or multiskilling staff to handle price lock queries would go a long way.