MULTICHOICE RENEWAL OF PRICE LOCK CONTRACT

My Pricelock contract ended on 28 Feb 2019. I went to the outlet in Centurion Mall to renew my Pricelock, but they said they could not help me I have to sms the word SAVE to a given number. Ever since I have received several calls from their Helpdesk FOR A NEW CONTRACT, NEW DECODER AND DISH, I told the operators several times (and called the help desk several times again) that I only want to renew, I do not need the total new installation option. Every time they tell me they will forward my call to the correct department and they will call me, but today is already again 11 March and still no calls or assistance to just renew my pricelock contract. I am every time I speak to them informed that whilst we were talking the email has been forwarded to the correct department. How difficult can it be for a company to assist a customer who pays them monthly for years and years.