Terrible Customer Service

I won an explorer decoder about 3 months back through a competition by Kaya fm and Comedy Central. I put off installing it because we'd bought a house and only just moved in. We've now moved in and installed it and I wanted to have my account linked to it and carry on with my subscription but I'm told that the decoder appears to be under some kind of payment plan. The competition prize was the device and a hamper that goes with it. I've been sent from pillar to post and they keep promising to come back to me but fail to do so. I have been trying to get this resolved since Thursday and have spoken to Thulani from your competitions department who said he would escalate it to the Marketing department, I spoke to Esther, Robyn and Sindisiwe Ndlovu who I'm told is one of the supervisors and was supposed to come back to me but failed to and spoke to a lot of other people but to no avail. Today I spoke again to Aviwe who put me on hold to speak to her supervisor and I was on hold for over 10 minutes and i got cut off. I called back and i was told there were no supervisors on duty until 15:00 so I don't know who she went to 'speak to' when she put me on hold. I have an installed device and a subscription that is not owing but nobody seems to be interested in getting this resolved. I'm disappointed at the poor service, general lack of empathy displayed and downrigt dishonesty displayed. I wonder what your company values are because whatever they are, your staff is fail to live up to them. There's no record of where this issue is sitting or what is being done about it...if there IS anything being done!! When you try to follow up you must explain the story over again to a new person who says they can't transfer you to the person you spoke to and they tell you they will escalate and come back to you but NEVER do. I've already spend over a month's subscription plus my minutes in phoning in and being put on hold trying to resolve this. I need a way forward and after a week of moving houses I'd just like to be able to watch tv, I really don't think that's a lot to ask for.