DSTV BAD SERVICE

I took up the black friday price lock for a premium package on the 22nd of November installation was done 3 weeks later after numerous calls and being told they will escalate the issue now that it's installed the compact package displays after numerous calls same story my issue is being escalated to management. DSTV customer care service is so disappointing. Why do we need to keep calling you to follow up on services that we are paying for?