Decoder delivered to wrong person by On The Dot courier

I did an upgrade on the 15 February 2021 and it was approved and no phone call for installation I called call center and I was advised that I will be contacted by courier to deliver my decoder then after that they will send installer once decoder I have it, and I never got any communication and I did follow-up again and I even sent an email to DSTV Help and they called me and they told me that the courier On The Dot said they delivered decoder to me on 27th February 2021 of which I never got that parcel I am still waiting my parcel, I rasied the query and nkhensani Seweya called me and I did explained and she sent an email asking the courier of where about they delivered the decoder because I am still waiting, and I never got feedback I sent a follow-up email again Nkhensani called me and she advised me that they still waiting feedback from On the Dot and I am still waiting the feedback, now I received notification telling me that my March payment will be R598 and when I called I find out that they are billing me for something that i never received and something that I raised query about and now on my app it is showing that I am owing over R1000 amount that is due to be debited and my query is not resolved and I am still not received my decoder for installation, I have been calling and I don't get any help.

Please can you attend this as it is very serious now as my parcel is on the wrong hands but multichoice is going to bill me. Multichoice now is putting my self at risk as they fail to sort this query out