Extreme Poor customer service at Multichoice or is it *****?

How does a business bill a customer for a service not received? What i forms billing department to change the original amount to a new one for goods not received and their system shows service pending? Either there is serious ***** in that department or this just gross negligence which the company ignores or the service has deteriorated so bad that the entire department thrive on ********** activities which are well hidden to the business. I app**** for explora ultra price fix on the 7th January 2021. ETA was 15th January 2021. I started communication on the 20th January 2021, informing the Multichoice dstv business through their call centre, walk-in service and emails that the decoder was not delivered. I spoke to 8 consultant, sent two emails and visited the Randburg walk in twice. My message was simple: the ultra decoder was not delivered as expected, no one called and the problem is my account is being debited for the ultra decoder as received and installed. ***-I117