Complaint on DSTV insurance for not attending to my problem

Hello, I’m Stanley Mashego ID Number ***,I had a problem with my DSTV insurance, I am paying each and every month. My problem is the explorer had a problem and I went to the service provider at Nelspruit and I was told to report the matter at my insurance as they will send a technician to visit my place with a new explorer (Decoder) the matter was reported on the 23 April 2025 and waited until the 21 May 2025 to do a follow up as they had provided a technician to attend to the problem and the technician didn’t even come so they gave me technician contact number and still didn’t respond, I waited until the 26 May 25 and nothing happened and on the 28 May 25 did a follow up again and they told me that it will take 48 hours to allocate another technician. On the 6 June 2025 I queried again and I was told the matter was escalated to their higher office. On the 14 June 2025 I phoned the office again and I was told the matter was escalated. On the 3rd July 2025 I sent an email and the response was matter is escalated. My problem is on April and May 2025 I paid for my subscriptions without watching any channels and on June 2025 I decided not to pay as my problem was not resolved. And they sent a message that my channels were blocked due to non payment. Another disturbing issue is if I don’t contact them they keep quiet. Kindly please assist with the matter I had waited too long for this issue. Regards Stanley