missing device

I get a call from a DSTV consultant on the evening of 20 Aug to advise of pricelock contract ending and needing to switch to another package, which i agree to. I clearly tell the person that i want all services to remain the same and hope there wont be any issues....i was obviously assured that it would. On the afternoon of 21 Aug, while watching tv, error code E16.....i call the call centre, only to be told that there arent any active services on my account....the consultant was also unable to activate the services due to some technicality on his side and he would escalate it(ref SD ********** - Lucas Zunga). He assured me that it would be resolved within 2hrs - obviously it wasnt..... I call back at about 18h00 on 21 Aug and the person is able to activate my services(on my primary decoder)...I want my extra-view activated as well, only to be told that they cant find the smartcard or the decoder on my account and it also needed to be escalated....which she apparently did(i didnt receive any ref number for the escalation).... I call back this morning(22 Aug) at about 09h00 and I'm advised that she cant find anything on the system and it has to be escalated(SD ********** - Sindisiwe).....Sindisiwe apologises profusely and promises to try her best to have it resolved within an hour.....needless to say, it is now 8.5hrs later and it still hasnt been resolved!!!!