No willing to assist

My Father wanted to utilise the DSTV explorer special. He is 75 years old and does not speak very good english and has a problem hearins so we help him where we can. I sent the sms on his behalf, they called and said they are not allowed to speak to me. I have all his details but - NO. I then said call him but speak up cause he has trouble hearing. He calls me now and says we should rather leave it cause he can hear or understand the man who called him and when he wanted to give the phone to my mother the guy said no its not allowed. So much for customer service! Im in a good mind to cancel my own and my fathers premium packages, but then again you wouldn't mind, we are but only 2 customers....