Disgusting customer service

On 26 July i contacted the dstv customer call centre. Our decoder has packed up and I wanted to order the new price lock package with a new decoder. I was told that an agent would contact me that Monday. I hadn't been contacted and on the Friday I phoned again and was told someone would contact me by the end of that day. No one did. On 31 July I posted on their Facebook page. The next day someone contacted me and I ordered the package. I was told that the decoder would be delivered in 5 to 7 working days. It is now 23 August and I have not received the decoder nor has any one contacted me despite being told 3 weeks ago that my complaint had been escalated to the price lock department. Absolutely shocking service for the ridiculously high amount if money i pay them every month. And on top of that, I am currently paying for a service that I am not receiving. I'm at a loss as to what to do to get some service. I'm literally begging them to attempt to do their jobs.