Still no DSTV explora or feedback as to why!!!

My husband contacted the DSTV call centre to upgrade to the explora as per the adverti*****t on TV. DSTV advised him that he is required to pay a fee and once done he will be contacted to arrange for the delivery and instalation. The fee was taken off his account the 5th of November and still no one has been in contact. My husband in the meantime has started phoning DSTV for a reason and each and every time he is told the matter will be escalated with no solution given. We are very frustrated as we are doing the follow ups but no one is coming back to us and we still don't have our explora. This is very dissapointing as we expected better service.