No help for a particular problem that is now 14 months old!

We have not received the printed copy of the DSTV guide since November 2016, despite every few weeks phoning, emailing or going into a centre to request it. We are told lies (they don't print it anymore - they do, many of our friends still get it); that it goes only to over 55s (which we are); and the biggest lie of all - our problem has been ESCALATED. Each and every time we contact Multichoice, we are assured they are sympathetic and that it will be sorted out soon, but after FOURTEEN months, no progress has been made. I have yet to receive a call from anyone in the dept that actually mails out the mag - the call centre agents are sweet and helpful, but they aren't the ones at fault and all their "escalations" seem to go nowhere. With whom is the buck finally going to stop? I am so gatvol that we pay this huge sum of money each month and they can't get this one little thing right.