R899 Explora

I am already a DSTV Premium customer @ R699 per month. Beginning of Dec 2015 I took up the R899 Explora offer with no increase over 24 months, free installation. The deal was concluded telephonically with an agent and I was informed that my application had been approved and that the unit would be delivered within 7 days after they deducted an activation fee per debit order from my bank account, the details of which they already have seeing that they deduct R699 every month. I was also informed that our conversation was being recorded. Mid January 2016 I followed up on why I had not received the decoder. I was informed that they could see my application was approved, but someone on their side neglected to request the activation fee. That person could only be e-mailed with my enquiry and therefore I had to wait for someone to phone me. After numerous attempts to speak to a senior manager I still have not made any progress. I kept my part of the agreement and am in good standing with DSTV. I have begged, threatened and tweeted, all to no avail. I am speechless. One of my reference numbers is ***.