No feedback on pricelock as promised

I am not very happy with the customer service. I have been a good DSTV subscriber for many years and recently app**** for the pricelock contract as my decoder was damaged after all the loadshedding. I have never missed a payment on a double contract, but I was denied the pricelock on a single contract because of affordability??? The agent suggested that I email them, which I did and the query was apparently escalated on the 15th June by Nthabiseng. But I still have had no further feedback. Makes me wonder if DSTV really wants me as a client?