Paid up letter drama

On 21st April we called DSTV for a paid up letter on price lock. They said they will send it and it will take about 15 min. We then called again because we didn't receive the lettet and the agent Puthi said she has sent it and I will receive it after 30 minutes. We waiting n hour and a half after calling both agents but with no success. We called the third time and the agent said but we cant get the letter because finance only works weekdays. I refused because the first two agents **** and then the third had a different story. After speaking to the manager I just gave up, all my energy and trust depleted. I called again when i got home because my services were suspended and spoke to Daniel. Daniel said he will activate our services and will escalate the matter the turnaround will be 2 hours but still no letter. The last agent Puleng assisted us because the second decoder wasnt working and she also escalated the query and said turnaround time ia 24 to 48 hours. Hariette was the team leader that I spoke to from Johannesburg office. She also mentioned that I cant speak to a manager because the manager wasnt available. I still dont have a letter, hope to get one tomorrow but with the luck today I doubt it. I would also like to mention that dishonesty at my company is dismissal but I am glad to see there are companies that dont mind dishonest and bad service towards costumers.