Still waiting for feedback

I'm not happy with the service I'm receiving from multichoice, my dstv is inactive, I sent a FB messenger to find out what could be wrong and I was told that I have an outstanding balance which I paid and still it is not activated. I made few follow ups and was told that they are still waiting for feedback from a relevant department and they cannot advise on the turnaround time. If my query cannot be resolved why don't they just inform me. I mean 4 days without feedback does make sense to me