DSTV NO NO

We are over 20yrs plus customers of dstv. Never had any complaints in the past. We send a sms for a ultra explora. This happened about 50 days ago. A guy with the name Angelo phoned us back and said for the explora ultra we must do a debit order. We normally pay cash on the 15th of every month. We agreed to the debit order and Angelo processed the debit order on my account. He said our current installment is R920 (dual view included) and the new installment will be R980. He promised to phone us back as soon as the deal is through a courier will deliver it within a week. He also explained that one of the installer locally will install it and they have to do 2 points and a new dish will be put up. A week passed no one phoned and no delivery. Then we started to phone dstv customer care. We did send a sms to the number we did the first time. Eventually we got hold of somebody. The lady told me she don't anything on the system, but she will escalate the querie. Since then we waited and phone again. New lady that I chat to live on their website. She also said nothing on their system, she will escalate the problem. Since then we hear nothing. I chatted again with somebody live, but also no recollection on their side. I got another number phoned that number and a guy Thsipo spoke to me. Really tried to help. He got somebody to phone me back the next day. I queried about the ultra explora what is going on. Angelo said it will go through, but since then nothing. The lady that phoned me back said she see nothing on the system on my account. I asked her again can she help us with a explora ultra. She first said I must hold on she will find out. First she said nothing on the system shows that we requested one. I asked her can she please help us that we can get a ultra explora. We start again from the beginning. She said she will let us know if it has gone through and when will they deliver it. A week passed and nobody phoned. Within more or less 2 weeks since we last spoke to dstv, my husband received a parcel from a courier from dstv. He opened it and it was a ultra explora. I phoned dstv and specifically asked for TV Den Kroonstad. We waited and dstv did not phone back. My husband went to the local agent and they check on their system according to the serial number and it showed that it must be installed. When I phoned dstv previously I specifically asked them where is the installation voucher that we must give to the agent that they can claim it back. The person at dstv said the delivery note or assignment number on the box or parcel is the prove we must give to the agents and they will claim it back. When it was the 15 March all of a sudden DSTV's debit order went through on our account for R1724. We started immediately to phone. We phoned on the 15th about 12 times. Waited for so long for somebody to pick up. My husband spoke with one of the consultants on the phone and she said it shows "price lock" and "explora ultra" both has been charged to our account. We also have to pay for the installation monthly. Our new installment is now R1728. We never asked for both the contracts. I send several mails and also complete a querie on their website. Nobody even answer me or give feedback. I phoned today again 5 different numbers. Got hold of the switchboard and asked for queries of accounts or their account department. I even asked for the department that works with the contracts. I never ever get hold of the person that I spoke to previously. Every time I phone and ask for customer care then I speak to somebody in PE or Durban or Bloemfontein. They said they will escalate the querie. Really escalate??? That is all that they do and nobody can see if their was a escalation even if you give a refence number. Everytime it is from different towns. We want the "Price Lock" contract to be cancelled and want a refund for the difference. Really people you cannot trust DSTV anymore. What am I supposed to do to solve the problem. I cannot believe that a big company like DSTV cannot help anymore. You have to be carefull who you trust. False promises and it is chaos to get somebody to help. You must be scared of DSTV. Can you guys please help me. I am really very upset with DSTV. The numbers I phoned is the following *** *** *** I went on their website and filled in their querie. I send a email. We spoke to local agents and they said they cannot help us. We must go to a "walk-in Dstv" The closest is Randburg about 200km from us. I phoned their Randpark numbers as well and no answers. Only a voice that asked your details and then after that they give me my balance and next installment. They talk about their w.app and selfhelp service. We need somebody to sort our problem and cancel the "price lock" on my account. Can that be so difficult. Where is the supervisors. They don't do their jobs they are getting paid for.