Dstv Pricwlock- Awful customer service

I took out a Decoder upgrade offer with them, provided them with the correct address and contact details however a week later I was called and informed that my decoder has been delivered at JHB whereas I am in Capetown. Called them and inform them of the issue, sent them a message on Facebook as well and I was informed that the issue has been escalated. They debuted my account on the 26th of this month whereas the parcel has not even been delivered to me. It's more than a week now yet I haven't received any feedback regarding the escalated complaint. I don't understand what level of customer service they offer, I am really fed up and want to cancel my contract with them already!