Progress/Feedback is none existence

We have the pricelock running for the 2nd year now and multichoice has for the past 2 if not 3 months deducting more than what has been agreed, we called the call centre but they couldn't assist as there's certain division that deals with such, an email was to be sent by the agent to that division and we had to send one too. a week later there's been no correspondence regarding the issue from either one at Dstv, the turnaround in this matter has really been the frustration, the least they could is keep us updated on the progress of our query. such service is distasteful and unacceptable