Multiple Call no Assistance

I have been calling MultiChoice for the past 4 weeks to be assisted with a DSTV Stream. I am so frustrated. They are telling me that there is an email address which is already linked to my account and that they can't remove it. All the agents I have spoken to thus far seem like they are not trained to deal with a query like this. I have been told that they are escalating, but they've now escalated more than 4 times. I am very unhappy with the service I am receiving and I have been very patient with them.