Dstv Multichoice what's with the false hopes???

Hello Peter My name is Masedi Rejoyce Nokeri, i want to launch a complaint with DStv multichoice i app**** for an HD decoder with installation which was under pricelock and was successful. On Saturday the 4th of October i then received a call accompanied by an sms with reference number stating that i should expect AB Projects for the installation and everything. I waited the whole of yesterday for them to no avail, i kept on calling dstv multichoice for an update and what i got was that "I should wait the installers are on the way" until today. I called them this morning and they seems to not know what i am talking about but at the end of the month I'm going to be debited for what i don't know since i don't have the product. My question is why are they giving me false hope, wasting the whole of yesterday waiting for them?

Thank you