Customer service is really bad.

I'm still waiting for the floor manager to help after my main decoder package deleted by error as I requested to clear an error on my extra view .I have been on a call since 08:23 and the time now is 09.39 .The lady I spoke to said she can't reinstate my package that I was on that came with discount because I'm a cash paying customer that i must first activate a debit order even though we have been paying cash for years.I am really disappointed because I only called to fix that error had I knew that it would take me 1hour on a call with customer sevice and zero result I would have left it as it .