Pathetic service from Multichoice/Dstv

We have requested an Explora Ultra, with no installation charges. I have a list as long as my arm with "consultants" to arrange for installation. An installer was allocated, he demanded a payment before installation, how is this a free installation? We have called numerous times, actually running out of airtime, something that we never do. I have an escalation reference of SRC764, still nothing! Via the website, I have requested the email contact of the CEO, this too has been ignored. We have been DSTV customers for about 30 years, never have we been in arrears. They treat current customers like *******