Loyal customer complaint to dstv

Very bad experience for a loyal customer. I log a complaint on the 18 of September 2025 regarding my decoder hardrive that is *******ed. Since then nobody even took the time to contact me. I have send an complaint via email to all the mail I could find on Google, I phone them and spend so long on holding for assistant just to hear they can not help me I must go to the nearest agency and get an 2nd hand decoder. I pay every month my subscription and my insurance fee. 1st I lost all my recordings, 2nd my sound is *******ed I can not use my sound button. I am very upset with the way my complaint is being handled or sould I say they did not handle my complaint at all. Why is there a mail address if they do not come back to there customer. You received a references number automatically after sending the mail and that is all. I have been a loyal customer for many many years and that is how they handle a customer with a complaint. I really need your assistant as I have no where to seek for help.