No human connection and a lacking automated system

My decoder was damaged by lightning, so I received a replacement from my brother (he upgraded to HD and thus had a spare). I tried to call DSTV's call center, but the automated system gave no options to perform a swap. Thus I drove to a branch in Centurion. Only to learn that they cannot assist me I have to download a form from the internet (they don't have copies) and perform a 'transfer'. So we did this and emailed the form through. After my services come on the branch in centurion is closed and my new decoder says it is setup for XtraView, so I cannot view anything. Again the automated call center offers no solution for this and there is no person to talk to. I emailed them for help on Tuesday 24/03/2015 to which I till today received no response. (Luckily my brother miraculously were connected to an agent who sorted the problem). Today I get Error 16-4 (my account may be in arrears). Neither the reset sms, call center prompts, nor the website reset option works to reset the problem, and off course, no human to speak to. Call center says I'm in credit with R346.67 till 28/06/2015. Website says R775.67 in credit. Is it just Easy View clients that does not get a live consultant?