Multichoice treats me like trash after a long time of service with them

I first purchased a decoder in 2011 and I had a debit order and an insurance on the decoder. I have been a loyal customer to their services and when I faced a problem this year multichoice just had a field trip with me to the land of fools. My decoder stopped working mid October and I first went and check the area where the was a multichoice outlet only to find that they have moved the shop. I had to call multichoice again and their consultant said I must take the decoder to their outlet and he confidently even gave me an address of where the outlet is located. I put the address on google maps and the address he game me just lended me in the middle of the street just opposite a petrol station in brits. I had to ask around the area if there was a multichoice outlet and everyone confirmed my worst night mare that there is non in the area of BRITS. This meant that the closest outlet to me at that time is more than 60km away. I then called the small dstv companys that do installastions in Brits and they offered that I can bring in the decoder and have it checked with them for free. I did that and they also said no this should be a software problem and it can only be rectified by multichoice. I saw that it made no financial sense for me to drive all the way to look for an outlet just for a decoder, so I called multichoice requesting for a price lock explorer because they do deliver their decoders and install for free and as I had a debit order with them for more than 5 years it will only make a R130 difference to what I was paying. when I called them they took two weeks just to get someone to call me back to make an application with me. when the person finally called they said I don't qualify for a price lock, so I requested my younger brother to apply for the price lock in his name on my behalf and they said he qualified and I just had to fill in a 3rd party form to authorise debits to be from my account. I did that and I sent in all the documentation that was required by the next day. from that day there was no communication from multichoice I had to call them everyday just to ask on the status of my application. Everyday I find a different consultant and I get the same response" we see that the account was created in your brothers name but there is no correspondence on how far they application is, I will escalate the matter". I waited for weeks with no response and I started calling everyday again to an extent where I even requested to speak to the supervisors, the supervisors will come with all sorts of promises that they will try to sort out my problem as soon as possible and then nothing happens. They don't even call me back to let me know what is the progress on my application. I have been trying to apply for a price lock to get a decoder for almost 2 months now so that my kids can have TV in the house but even as I write this review my problem has not been solved. I had to even demand a refund of my debit for last month because they keep on debiting for my old decoder yet I told them it is not working. I don't know what will happen this month with regards to the debit.

Multichoice has really failed me as a consumer who had a good record with them and always ensured that my debits go off in time. My familys' entertainment routine has been destroyed due to multichoice.