Failed to deliver

On the 16th of Feb 2025 I went on the DSTV website and ordered the decoder + installation package that was R1299, which went well they debited my account and even gave me the order number, they also stated they will send more communication for delivery. A week later no communication I called the customer care number with my own Airtime they promised to escalate the matter and will get back to me. Still no communication i went on the online "chatbox" where I have spoken to more than 4 people that all promised to sort it out but still did not resolve. One advised I send the proof that it was debited out of my account to Dstvhelp.com i did and communicated with Khuliso Mulaudzi who on the 14th of March said it will take 7 to 14 working days. It has passed the 14th day when I ask for feedback they no longer reply to my emails. They have gone cold I just need my money back at this moment since they failed to deliver and had to beg for their attention with my own money.