Could not be bothered to assist

Over the past four or so weeks we have contacted the multichoice customer care for assistance with catchup and boxoffice we have spoken to so many agents (Lerato, Boitumelo, Sibusiso, Palesa.....etc) during all those calls we were instructed to do a lot of things which we did to no difference to our situaton. Eventually we went to the walk in centre as told by one of the many agents we spoke to. Upon getting to the centre we met a non responsive agent telling us the decoder is faulty but he cannot swap them because of reasons unknown to us. we then called the call centre again about our new predicament and they sent us back to the branch and we were assisted very differently by Rudi (breath of fresh air). After swapping the decoders he told us should the problem persist we should contact the installer, which we did and he simply said that if the signal strength is good then it cannot be the installation. We called again and this time we spoke to a Zanele who we told the whole story to. She then said she will escalate it to her supervisor (Palesa Mavuso) and that the boxoffice department will call us within an hour, It has been 36hours and still no call. Now during this time we have been told a lot of things about how we don't pay for catch up or how our catch up items will not be the same to those of our friends. Maybe we being unreasonable but really!!!