DStv/Showmax ****

According to Multichoice, you get your Showmax subscription included in your DStv Premium subscription. On the MyDStv app and website, it shows that the Showmax subscription is linked and active, but as soon as I enter Showmax (via the Start Viewing button or going to Showmax directly) it tells me I need to subscribe. I've contacted the help center and they have escalated the issue. Every time, I'm being told to contact them in 2 hours' time, and they will tell me what's wrong. This has been going on for over a week and still nothing. I still don't have Showmax and every single time the answer is either, I've escalated the query, or I have not received a response. Firstly, why do I have to contact you after I logged my query? Secondly, why does it have to take more than a week, and it's still not sorted?