DSTV HOLIDAY RENTAL ACCOUNTS IN A MESS

I just had enough of DSTV's bad service, just like hundreds of others viewers complaining. We are trying for months now to convert our second decoder in our holiday home to the holiday option. My husband phoned them to change the Compact Plus to holiday option only to switch on when we are there. The representative then told him it will be done. I only realize yesterday that it has never been done as I do not have access to my husband's bank account all the time. I sent a request via the DSTV Official facebook page and get a reply to send all the details, which I did. According to this person, only named NM, there is not such an account and he has to phone customer service. This is exactly where we started to change the subscription and nothing has been done. This person, NM, refused to give me his/her name to use as reference when phoning. Where to from here? I need to speak to someone IN PERSON, NOT A MACHINE. This is just unacceptable and the extra payment of R500 plus should also be refunded.