Insurance multichoice

On the 03-11-2017 I went to multichoice maponya was served by a guy named mtungwa 1 he was not wearing a name tag, I went there to complain about my decoder it has problems and I have insurance for it,so this guy said I must call next tuesday to pick up the new decoder.when I call on wensday they told me he is on lunch must live my details he did not get back to me I called after three hours same story they said he us on lunch and he was there one of his colleagues I spoke to him concerning the decoder,he told me they are out of stock I can go to randburg and pick the new decoder its not their problem they are only agencies. Same day I called multichoice customer care to logged a complain I spoke to babalwa she said first I must come to randburg then I ask her whats the point of having the branch at maponya and why should it be my problem to look for a decoder since im paying insurance.Then she said she is sending an email to maponya and she will do a follow up, she is going on lunch as soon as she is back she will call me till today nothing its now 3 days no call or anything and they all have my details ive used my airtime and petrol to make calls.Refence: ********** 4-I68