Poor customer experience

Hi

I recently found out that something suspicious was happening with my account as another user which I'm unaware of was created. I then changed my password and thereafter contacted dstv almost 2 weeks ago informing then of this as I could no longer able to sign into my laptop, smart tv or phone with the dstv app.

I was then informed my account has been blocked and requested information which I provided. I was promised this issue has been escalated and I should get an update within 48 hours which never happened. I eventually followed up after a few days then I got told it would be escalated again and I should expect an update soon. Again it didn't happen. I had to follow up each time and then requested to speak to a manager and the agent promised a manager will call me. Till today I've not received any call or any communication from dstv. Yesterday I was promised a update again but nothing happened. I was given ref *** but the only feedback I'm getting when I follow up is a blurb "This has been escalated". The service is really poor and don't think it's acceptable. I'm considering to cancel my premium package and entire dstv subscription. I really hope they do see this