Query not resolved by multichoice and turnaround time lapsed no feedback

I am very disappointed, I wrote complaint on the 17th March 2021 and they called me and promised to resolve the query within 48 hours and sandile called me again on Friday 19 just to give me feedback and since then I never got call from multichoice, and today I got sms saying that "DStv: A reminder that your installation with Audio Visual Electronics *** is set for today. For your security please ask the installer for the ref no. to verify themselves, ref no. UEPESL. You can track and manage your installation at https://www.dstv.co.za/get-dstv/installers/tracking" but my worry is how they can schedule installation but my query is not resolved and I feel not safe now because billing for pricelock is already deducted so I am paying for services that I do not have.

Please can anyone from multichoice resolve this urgently