Linking ShowMax account to Dstv package

"I have escalated so they can link your Showmax account with DStv package feedback can take up to 48 hours reference number #INC-985191"

This was the last text i received from Dstv regarding linking my account to ShowMax. Can you please escalete this issue. I need feeback on why i can't add ShowMax account. Customer No: ***0 package needs to be linked to Showmax account number: *** thats all we want. When we try to add it says the package has already been linked but we can't see which one.