Loyal customer of 13 years... Pathetic service

I am really disappointed at being treated the way I have been after being a loyal customer of dstv for the past 13 years. I have a debit order loaded, so my payments are up to date. I contacted dstv wanting to upgrade to the new dstv ultra decoder with 2 years pricelock. This was last week. I did follow up and was assured someone would call.it is really sad and disappointing when service delivery is so pathetic.