Only "copy-paste" replies on a serious matter

On the 21st of January I lodged a complaint regarding you charging us insurance for a dual view decoder you took in 2012/2013 due to it failing. The insurance is debited every month. Since then we got an Explora and we were under the impression that the insurance premium going off was for that decoder - until the time came to claim due to lightning. This is the original complaint: https://www.hellopeter.com/dstv-multichoice/reviews/have-to-pay-to-replace-our-decoder-despite-paying-insurance-for-years- ********** We only received a copy-paste response and when we phone the matter simply gets referred and someone will "get back to us". I am preparing to take this case to the Consumer Goods and Services Ombudsman. Maybe you will send them a proper response as a paying customer clearly does not matter.