No promise kept "no word kept"

Ever since my mom whom is a pensioner (82 years) got home mid May'21, I called DSTV (Multi-choice) in her presence to reconnect. I also asked them is there no special subscription for pensioners and they told me no. I asked them to change / update my mothers subscription to the R 749 per month. They told my they couldn't do it and will send it to the correct department for urgent attention. I must have called 4 times and every-time they tell me they can't do it and will refer it to the correct department for urgent attention. Nobody ever since May'21 has called my mother nor myself. I now insist that this be be fixed immediately and it be done as of May'21