Multichoice: Purchased and paid for decoder and card vanished

As a new customer, on the 17th February 2024, I purchased through the Multichoice website a new Explora Ultra decoder together with a DStv Smart LNB (Model LMX501) card at a cost of R3448. The order number is ***8. It was stipulated that the items will be delivered to our home address within 48 hours. It is now almost 2 weeks. Despite numerous phones calls and email communications, together with an escalation of the matter by the call centre agent Snenjabulo Nxumalo, it seems like the items ordered, the call centre agent as well as my funds and Multichoice as a whole have vanished.