DStv robbing a disabled man

I have been trying to resolve a matter with DStv on behalf of my father (the account holder) who suffered a stroke and is unable to talk much or type. He holds a premium account with an Explora2 device and should be able to access the full functionality of DStv Now but due to an error on DStv's side, his customer profile does not reflect his premium status (package reflects n/a) and hence does not allow full access. The matter has been escalated many times over the past week and has yet to be resolved. We have been sent on a wild goose chase daily to the extent where he was instructed by a consultant on the live chat to delete his browser history, even though the problem is known and is on DStv's side! This level of customer service and incompetence is completely unacceptable especially considering the fact that my father is a disabled man and has been a loyal customer of DStv's, subscribing to a premium package for over 20 years! This seems like a quick fix but it has now been a week without resolution.

The reference numbers for the escalation is (SD ********** ) and [tickets.dstv.com #209297].