I am honestly unimpressed by the escalations team

I app**** for a DSTV explora on the 10th of December I got a phone call that it was approved and I was told that the delivery would be made in 5-7 days. I got a sms that my decoder was being dispatched on the 12th of . But I didn't get any delivery, I was charged R149 for delivery of something I didn't receive. I called to follow up lady assisted me with escalating my query to the escalations department. I get a call from a guy by the name of thabo today who firstly asked if I received the decoder and my response was no. Then he said its probably because of the holidays in December, but my biggest concern that Itold him was that I was charged for delivery of something I didn't get and he rep**** by saying its not like they've spent my money its still in the account. This was the most rude response that anyone can give to a client. I further told him that im not happy with his response and if there's someone else I can speak to and his response was no you will have to wait for the courier company to contact you. I further moreask if im going to get the decoder next year or in the course of this week his response is I don't know you have to wait for the couriercompany to call you.