POOR SERVICE

I have a residential account which is active, On the 30/06/2019 I called in to activate my holiday home decoder. Which they did and also asked to switch off services on the residential and switch on the holiday home. Everything was okay and I did pay my account. On the 3/07/2019 I could view my services on the holiday home. I called the customer service , 4 times and I was advised that I do not have a package on my service and there is no active decoder under my profile. Last night I was on the phone for 28 minutes with consultant but I still didn't get any help. Can someone please fix all this. im really disappointed for the poor service.