Horrible Service

I ordered a new Explora Decoder on 24 June, I asked if I could go to their office and pick up my new decoder, they informed me that installation had to be done by them and it will be on 28 June. When that did not happen I called to see what the problem was as my TV is not working because my Decoder is faulty. I have called DSTV 4 time since and every time they tell me it will be escalated and I will have an answer within 24 hours. I phoned them yesterday again and the lady informed me that my order was cancelled?? I told her that was not possible as I would not have done that seeing as my existing decoder is not working, she said she will call me back in 5 min as she is waiting for a reference number for my query. Needless to say no one has called me back, They are very quick to inform you that all calls are recorder, so how are there no follow up? I have no decoder and they take my money every month - how is it fair to keep paying for something no one seems to want to help with?? It is ridiculous and utterly unacceptable!!!