No customer service from MNET

My decoder stopped working on 18 Feb 2018. On 20 Feb after many calls I landed up at the walk-in-centre in Randburg to report that my decoder is not working. A call was logged to be migrated to digital as according to the agent that is all that can be done. I was then promised all will be sorted within 48 hrs. On day 3 I called and was informed it takes between 3-5 working days for the migration to happen and because MNET is doing this for free I will have to wait. Today is working day number 10 and yet no service and no MNET. However, my installment was deducted on the 1st of the month without failure. Every time I call, my service call is escalated and that is where it ends. Nobody can tell me when I can expect an agent to assist or who the service provider in my area is. That info is withheld yet I am paying for a service I do not have. This is the worst service I ever received.