PRICE LOCK HEADACHE

As an existing DSTV customer I decided to apply for price lock for compact plus which the decoder was deliver in no time on Saturday the (19/10/2019) the installer came to install the new décor he told me to call Multichoice after the decoder have finished scanning I called them the lady I spoke to told me on her side it shows that its working but on my side it was not and she doesn't know why after spending almost 20 minutes on the phone with her using my airtime she told me she will lock a call with price lock department for them to call me am still waiting for their call I called again on Monday, Tuesday and Wednesday still the decoder is not working the lady I spoke to on Wednesday said I must take the new decoder to the store for them to check. If the decoder is not working on my side but on their side its working who is paying the premiums. I regret upgrading because am not getting help from them