false sales call centre

bought a new explora via your call centre on your price payment plan and I was told when I asked that I could take my old duel view decoder to your offices for an exchange free of charge. The call centre operator confirmed this telephonically more than once. I raised a complaint and my reference number I received on the 9 March 2916 was ***. As at today I still don't have an answer and no one has called me, this is the worst service I have had from a cAll centre. Today I had to go and buy a decoder for R400. I am paying for duel view and I don't have the joy of using it. Can someone come back to me this is totally unprofessional. My cell is ***