Inconsistencies

In March 2016 my Fiancee placed an order for the Explora on the R899 Deal. About a week or two the explora was delivered to our home address in Vredendal and ever since then it has been collecting dust under our TV table as the service provider whom is registered with Multichoice to do installations in Vredendal is fully book and placed us on a waiting list. My Fiancee contacted Multichoice to explain this and the consultant she spoke to stated it if fine and that we wont be debited for the Explora until it is installed and we currently paying for the premium package. My frustration is that this morning when I phoned Multichoice I was put through to FOUR DIFFERENT CONSULTANTS each explaining different reasons for what needs to be done. However my fiancee account was debited for two months having the explora but it was not installed and it was debited the R744,07 for the normal premium package. What I do not understand is that the premium package we paid on the 2 April 2016 but we cannot be reimbursed. In total Multichoice had received R2567,07 from me and I feel this is unfair!