Loading package

Our Dstv was off for a few months and we were on the Access package. I activated the dstv on Tuesday and asked for the family package and did the payment. After phoning them over and over and sending emails we are still on the access package. Everytime I phone Im caller 134 or somewhere there in the hundred and have to hold for 14 minutes ect. By the time my package is correct my airtime will be finished and who is paying for that? Im dissapointed and still on the wrong package