Dissapinting dervice

Good evening

I would like to make a complaint on behalf of my brother. He has a subscription which i pay for. We have paid for it in advance and now the decoder is not working. He has gone to the Westgate service centre twice the first time he was told its not under warrant and not advised further. Today he went and was told to come back at the end of MAy because they do not have decoders amd still not advised further. That package he has has been paid for in advance so if he will get a new decoder at the end of may what must happen to the money he has paid for it and prior i had asked for insurence and was very surprised to find out its not insured. What will happen to the amount paid for the days that the decoder has not been working???

Please assist as its causing an inconvenience.

His IUC/SC is *** Serial No: S***x6

You can contact me on *** or him on ***