DSTV Escalations Department - Non existent service / feedback

If I could rate a minus, I would. Let me take you through my experience of the worst customer service experience I have ever had.

I made a payment on the MyDSTV app on the 2nd of August (R676.45). On the 4th of August I contacted the Call Center to query why my account have not been reconnected yet. The lady informed me that apparently I have got 2 accounts (one decoder account and one streaming account). This is where the fun starts. On the MyDSTV app which I made the payment, If i go in to Manage and then select My Products there is only the Streaming package, so I asked her how is it possible that I made payment to the decoder account. They could see the payment that was made, but it is allocated to the decoder package. I was told to send an e-mail with all the details and proof of payment, which I did on the 4th of August. In the meantime, she escalated my query so they can transfer the funds from the decoder package to the streaming package.

On the 6th of August I sent a follow up e-mail as I have not received a response after sending the initial mail. I then received a response on the 8th of August requesting to send my bank statement in PDF format and also received a reference number. I did this

The next day I went to the Customer Walk in Centre in Cape Town to see if perhaps if I stood in front of someone they could assist as my DSTV was still not connected. The lady there told me that I made payment to the wrong account. I showed her my app, and she confirmed that I only have one package on my app and that is the streaming package. She also escalated the matter.

On the 12th of August I sent a mail again with my reference number that I received on the 8th of August to enquire why my DSTV is still not reconnected even after I sent the bank statement as requested.

I once again heard absolutely nothing from DSTV. Today (19th of August), I called the call centre again, and once again I am told that I have made payment to the wrong account, and it will be escalated.

I then decided to go via the Whatsapp chat to see if someone there can perhaps assist me. The agent told me the same thing. Payment is made to the wrong account, and it will be escalated. I have to wait between 24 and 48 hours for a response. I requested that someone in the escalations department call me, because clearly, they aren't doing their work. Apparently DSTV can only receive calls, they cannot make any calls. I asked if I can then please have the telephone number to call them. Apparently, that also is not possible. Maybe it is because it seems like there isn't actually someone working there, or perhaps that department doesn't even exist.

The agent asked me if she can give me the number for the call centre. I asked yes please, if that can get me to the escalations department as I am not happy to wait another 24 - 48 hours to see if someone is actually going to do their job, I want it sorted out now. Then I just get a response saying Thank for for contacting the LiveChat team. If that's all for today, have a great day further and the chat was ended and closed.

I hope this complaint gets to someone who actually got the "*****" to call me and sort this **** out, but all I will probably get is an e-mail saying thank you for contacting us, your matter have been escaleted.

And now they ask why people are cancelling their DSTV subscriptions, it's a joke on what they call Customer Service.