No service from Multichoice, despite paying for a service which we cannot get.

For the past two weeks I have been battling to get a response from Multichoice. We are paying for a premium package which includes Showmax but have never been able to watch it! We have insurance for two exploras and were informed that all one had to do was call them and they would arrange for the Explora to be exchanged and the upgrade model delivered, free of charge. Has anyone ever tried doing this? because it doesnt work. I'm either cut off or told that we would be contacted, none of this has happened! Is there anyway soomeone can assist?