Rude Customer Care Employee who was unwilling to do anything ro assist with my problem

I Bought a explora decoder at Pick n Pay a while back, I didn't connect it due Covid lockdowns and affordability at the time.

I recently contacted an accredited dstv installer to install decoder. All was well until we contacted multichoice to link the Decoder to my account.

The agent I spoke over the phone was friendly and tried his best to assist but was unable to. He then explained that my serial number must have been mistakenly linked to someone's else account and that I should go to Randburg customer care with my decoder, box and receipt as proof that I had purchased the decoder.

I went to multichoice Randburg customer care Centre as advised by the call centre agent. Arriving there I was assisted by a very rude and unhelpful lady at counter number 34.

She told me that I must return the dstv to pick n pay, she kept repeating this even after I explained that the decoder have passed the return date and that according to me a serial number should be unique to 1 decoder. Why was my serial number linked to someone.

She kept saying she cannot help me and insisted I return the decoder to pick n pay. Then after I told her that I will not go to pick n pay as it is not my fault that multichoice linked my decoder to someone else's account.

She then wrote something down and left me standing at the counter. After a while she came back and told me that the decoder was linked to someone else's holiday home account and she unfortunately could not reach the person over the phone to ask for permission to delink my decoder's serial number from that person's ccount.

After being told that there is nothing else she could do again, she then said there is another cellphone number belonging to the other customer and left to try and call her again.

When she came back the second time, she said she found the lady and the lady agreed that the decoder can be delinked from her account and linked to mine. The agent then explained that if she links this decoder I will lose the warranty as it was under someone else, I agreed and said no problem.

After that she clicked on her computer then told me again that she is unable to assist as the other customer owes her dstv account more than a R1000.00 and she cannot delink an account in errors.

I then asked what are my option how else can I be assisted. She said she cannot assist me and she said this with attitude. I then took my decoder and left. My Problem is that I don't understand why I should struggle and have non working decoder because multichoice linked my decoder's serial number to someone else's account. The lady did not offer to check and maybe fix my issue once the lady had paid or maybe try to find a solution that can work for me.

I am very disappointed with multichoice's employee unwillingness to help a customer. I am now sitting with a decoder I cannot use because multichoice's staff member does not care.