Poor service and deducting too much money

I am an existing customer of DSTV for many years. With the World Cup they were advertising the Price Lock and I send them an sms and they contacted me back. I agreed to the Price Lock and they said they were going to send an installer after my new decoder was delivered. The decoder was delivered and is still in the delivery bag - never opened as no installer was assigned.

Last month a total of R2700 was debited from my account. I phoned in to query this and was sent from pillar to post and then eventually they said they are going to escalate the matter.

On Monday 11 November I phoned in again and again it was escalated with a reference number ***8-I171 and since then I have had no correspondence from them.

This is very poor service.