No service after numerous calls made

My husband has been a loyal customer with dstv/multichoice for a<br> long time,he pays a monthly debit order<br> without defaulting,he called dstv between 3 weeks to a month ago<br> to request a upgrade to an explorer,and we need installation as we moved<br> everytime he calls they tell him they will send a request,he called the<br> contact numerous times and each time a request is being sent to the explorer<br> department,up until today no one as called him or even bothered to ask whether<br> he was assited.Is this the kind of service the supposedly biggest broadcasting<br> corporation,is it really so difficult to upgrade but payment is expeced every month<br> really dissapointed.