DSTV Service Failure

I bought the dstv pricelock package for R899 and had it installed on 30/03/2019. When it was activated, I found that I was put on the compact package. I called to query this on Monday 01/04/2019 and spoke to a lady by the name Jacqueline who provided me with a reference of IM53 and she said the matter would be resolved in 48 hours. I called again on Wednesday 03/04/2019 , spoke with a every pleasant gentleman who advised he would escalate this to the pricelock team and would receive a call within 24 hours to sort the matter out. The reference he provided was 36100. It is now a week later, I'm still on the compact package, have not received any call and wondering why after 9 years of fairly good service, the ball is being dropped with such a simple enquiry