DSTV Explora DPP Department

I went to a multichoice in Durban cbd and was looking for the R849 Explora deal. They informed me that this could only be done by sending an sms DPP to 32444 which I did on 22/04/15. I received an sms that they would contact me withing 48 to 72 hours. I received the call on the 23rd only to be told that there was an system error and that my R27 Box Office movie was showing as outstanding and had to be paid first (I am on Debit Order). I paid in the amount cash at the Multichoice branch and sent another sms on 23/04. I received a call on 24/04 and halfway through the call dropped and nobody phoned me back. I called Multichoice customer care on 24/04 and they informed me that there were no contact details for that department but they would send them an email. I sent another sms on 24/04 and received a reply that I would be contacted within 5 days. I have still received no response or phone call. How does one take up the offer if the system put in place is clearly not working. The other problem is that the R27 debit order also went off my account on 30/04/15. They are quite happy to take my money twice put still not offer the service. What is going on with Multichoice?