Shocking service

I really don't know where to start. anyway.... My grandfather who is 84 years old now, made a payment at game Mokopane on the 6 January 2020, the cahier did not verify the account holder's name and the payment went through to the wrong account holder. The account that was used is: *** and this is for Penelope East. This looks like the cashier missed 1 number. The correct account number is ***0: PM Selepe. On the 9th Jan the account was disconnected due to non payment and I called multichoice and explain the story and they requested a proof of payment and the account was reconnected *HAPPY*. within a week the account was disconnected again and I had to call again and explain the same story to the different consultant and I was helped. Again within a week I had to call in twice, now frustrated because I was promised that the issue is resolve. I called in again and the consultants including the managers are rude and impatient all they can tell me is that the previous consultant did not do what was supposed to be done and they are now escalating to another level. the escalation turn around time is "24 hours" and this matter has been escalated since the 9th of Jan and till today the issue is not resolved. The consultants are frustrating us more than the suspended service itself. I have to use my airtime and spend hours for something that they promised that it is resolve. consultant will put you oh hold for 20 min only to tell you that the manager is at a meeting, so I need to understand that the managers are sitting in a different building where the agents has to walk 10 min to find them? This is so annoying We cant be dealing with *********** managers and agents at the same time