Price lock plan with new decoder

I signed up for a price lock plan in March 2021 and I was supposed to receive a new decoder but I have not received it since today (30 June 2021). When I call Multichoice they say they don’t have direct contacts for the price lock team but they promise to send communication to them. I have called 3 times now and I haven’t received any communication from them still. I want to know if I will still receive the decoder or not.