horrific service as always

On 12 Oct 24, I contacted your customer service and spoke with an agent named Noxolo. Unfortunately, when I was speaking Setswana, she stated that she did not understand my language, which led me to request to speak to another agent who could assist me in Setswana. She asked that I hold and did get another agent. The second agent I spoke with was initially helpful. When she realized my decoder was not active yet, I requested she speak to my younger brother, who would be a much better person to navigate the system than I was. However, without any notification, I was transferred back to Noxolo. The phone was now with my brother, who greeted the agent in Noxolo and. He was shocked when the agent responded in English. After a while of navigating, I took the phone back and asked the agent why they were speaking English now. She said the second agent was on another call, but I could try to speak English, and she would help. I told her that was the initial thing that she could have told me if she really wanted to help me, and now we had wasted a lot of time and airtime with the back and forth. I asked her to call me back if she was really willing to help me. I was called by a third agent who told me the decoder was activated, and the issue was the signal strength, which she outlined with four possible causes. She said she understood my frustration and nothing could be done. I then told her to revert my package to the previous plan, which was done. I also asked her to request a refund for the decoder, and she told me to call in on Monday. I told her she would lead the process, as she identified that I was frustrated the issue was the signal and there was nothing that could be done. She placed me on hold without any notice for about 5 minutes, and then I heard people speaking, and the phone was dropped. Lastly, the third agent told me there were only Xhosa-speaking agents in Cape Town, but I was shocked because I had just spoken to a Setswana agent before speaking to her, and the same agent transferred me to a Setswana agent a few later second agent was on another call but I could try to speak English and she would help. I told her that was the initial thing that she could have told me if she wanted to help me, and now we had wasted a lot of time and airtime with the back and forth. I asked her to call me back if she was really willing to help me. I was called by a fourth agent who told me the decoder was connected and the issue was the signal strength, which she outlined with four possible causes. She said she understood my frustration and there was nothing that could be done. I then told her to revert my package to the previous plan, which was done. I also asked her to request a refund for the decoder, and she told me to call in on Monday. I told her she would lead the process, as she identified that I was frustrated the issue was the signal and there was nothing that could be done. She placed me on hold without any notice for about 5 minutes, and then I heard people speaking, and the phone was dropped. Lastly, the third agent told me there were only Xhosa-speaking agents in Cape Town, but I was shocked because I had just spoken to a Setswana agent before speaking to her, and the same agent transferred me to a Setswana agent a few minutes earlier.