Loyal customers mean nothing at all

I would like to get some sort of feedback from DSTV regarding our upgrade from Compact Price Lock to Premium Price Lock. We sent our first email to DSTV on 31/08/2017 regarding our query - this was after we had already spoken to the call centre 2 or 3 times the week before. The subscription is in my husband's name but I was calling on his behalf to find out - I did instruct them to please call him to make the final decision to activate it. Everytime we have spoken to somebody or received an email all we get told is that the matter needs to be escalated. We cannot understand what is so difficult (but it does seem that some of the call centre agents don't have a clue what to do) we just want the premium package instead of the compact package. On the 1st of September we received this response from the DStv Billing and Collections team: Thank you for contacting the DStv Billing and Collections Team.

Good day,

If the customer requests to upgrade their package, they would need to upgrade to the R959.00 deal. Please note that if we process the upgrade, the customer will have to stay on that package until the contract expires. We found out when the contract expires and asked them to please activate the package. To this day, the package has not been activated and we have not received any phone calls either. Does customer loyalty mean nothing to DSTV? We have been one of the customers for many years now. Don't they want the business or what? Can somebody please help?????!!!