DSTV stalemate-no upgrade on website-no delivery

Website not upgraded in many years. Cannot use App. Waiting for delivery of a decoder replacement. Bad communication. One Gmail says shipped. Online says in progress. Understand it's Christmas but heard one consultant it could take 21 working days. Starting to even doubt I made the payment. Checked 2 or 3 times with support. No feedback whatsoever. Still waiting. Unsure of what is going on. Latest reference ***