Disgusting service and false promises made

I've been having an issue with my Xtraview account where my secondary Decoder was not working and had error 143-0

I called last night, did troubleshooting which was unsuccessful and was told that the issue will be escalated to an Xtraview specialist and they will contact me back within the hour and what do you know. Nobody calls me back.

I call this morning and is told that it will be escalated again and no one calls.

I call again after an hour since no one called and is told it will be escalated once again.

I wait another hour and ask to be escalated to a supervisor. I am placed on hold for almost 10 minutes only to be told that the agent's supervisor is on lunch. I ask her to transfer to any other supervisor and she puts me on hold for another 5 minutes. Comes back and says another supervisor is just reviewing my case and will take my call.

I'm placed on hold again for an additional couple of minutes when the supervisor eventually comes on the phone. And I'm told that theres nothing he can do. He has escalated my issue to someone directly and I should expect a call within TWO HOURS when all other agents said within an hour.

There was a lot of "I understand" but not one "I am sorry that we have not fulfilled our promise to you". Very disappointing.

So here I am, waiting for someone from Xtraview to call me back.

I've always experienced the worst customer services from DStv but this just takes the cake.

I find this absolutely disgusting and appalling. Paying for a service you can't use but not being offered one ounce of an apology in return.