Poor service delivery

I have a 2 dstv routers with you guys that i normally pay on the last day of the month, one under my name and other one under my father's name. The router is normally loaded with data on the 1st of every month, but this month both were never loaded.

I called *** number and spoke to different consultants all says the same thing, they will escalate the issue and call me back. But its been over a week now no one has called me back with feedback. I called today 3 times all the consultants that i spoke to hangs up once i start asking questions as to why until today the router is not loade