Multichoice doesn't take ownership for their actions

I called in on the 5th of November with a query on how to trade in mu SD PVR for an explorer.The agent explained a few options.Then I asked what about an option to pay monthly towards a new explorer.She explained that since I currently have dual view,there is an option to pay R79.00 per month for the explorer and an HD decoder to be fully installed. I then decided that that is the option that I want to go with & further asked the agent what is the procedure to obtain the said items. She clearly told me that I need to go to an agency. I then reconfirmed if the agency such as SKY TV, which she said yes. I then said thank you very much and I will go to the agency

I work in Richards bay and my home is in Durban(where the decoder needs replacing)

On 7 November I took a day off to xome from Richards bay to Durban(200+kms) to sort out the decoder as my kids are always complaining that the decoder is not working or it keeps in scanning

When I got to the agency they asked me who told me that I can do that type of upgrade there? I then explained that I called the call centre & I was advised to do so.They told me that I cannot do that there & can only do it via the call centre or sms

I wax then absolutely furious so when I got home the same day I called the call centre again and asked to speak to a manager. A guy came on the phone whose name is known to me explained to me the correct process ( which I drove 200+kms to find out) and casually said he is sorry and nothing he could do

I told him that I am furious & dissatisfied with the service & wanted to speak to someone higher up He then clearly told me that he will escalate the matter & get back to me in 48hours To date I have not received a call from him

However I have received an email for me to respond with a survey about the service I received I then said what I needed to say

I got a call from an agent who responded to what I have said on the survey & he said there is nothing he can do & that he will escalate it

2 days later today nobody from Multichoice contacted me

That is the thanks you get for being a client for 10 years

Pathetic service