Poor Service

I'm very disappointed at the service I received from Multichoice, I called them wanting to report that my mother's decoder got damaged, I asked the agent that I was speaking to if my mom has insurance that this agent said no there is no Insurance for this customer, my mom then went ahead and bought another decoder at Pep and she was told that she needs to pay an amount of R130,she then called me and said the new decoder is not working that's when I called multichoice and told them they said it is not connected and the lady I spoke to assisted me with that I then asked her about this R130 and then she confirmed that it was for insurance to my surprise I shared with her that I was told that there is no insurance on the decoder and my mom had to buy a new one, I then asked her so now who will be reimbursing my mom for the money she wasted she advised me to call the insurance department and I did I spoke to a guy and he confirmed so I told him the situation and he advised I send a complaint to their complaints department and I did with a silly response that yes she has insurance and I rep**** back saying but that is not what I'm asking but I rather want to know what's gonna happen with reimbur*****t and I have not received any reply this email was sent on 11/04.I'm not happy at all and I will not stop until this issue is resolved and my mom paid back for buying a new decoder whilst having an insurance that promises to give a new decoder that she pays every month.