Multichoice Insurance no service

I had a problem with our decoder and took it to Henberg(Vaalpark) to get a replacement. They said a decoder needed to be sent from Multichoice, it will take 3 days. It is now a week later, I phoned for the second time today to follow up, and after holding for 30minutes, I was told that they did sent an email and I must wait for them to phone me. Exactly the same as was said on Monday, which was day 3 after I have been to the store. Nobody willing/able to give a contact number or anything else. You must pay your installment and wait🤬🤬🤬