Pathetic service since applying for Price lock

My wife app**** for the Price Lock service on the 20th of Sept 2017 and the order was approved and she received an sms on the 26th of Sept 2017 that the decoder will be despatched within 2-4 days. It is almost a month late and we yet to hear from multichoice again. I've called in numerous times but are unable to talk directly to the Pricelock dept so it gets escalated from the callcentre but we never get called back.

So frustrating and absolutely pathetic pathetic service. We actually thinking of cancelling our order now