Terrible Customer service, almost in disbelief!

I ordered and app**** for the DSTV Explora R849 pm package, via debit order and was approved for the account on the same day, i.e. 19th of August. The debit order was suppose to have gone off on the 28th of August and I was supposed to receive my decoder the week following. The debit order did not go through, I called to enquire and they couldn't tell me why, they kept telling me the matter will be escalated. I've been waiting for the decoder for 2 weeks now, I keep calling and sending emails, they don't bother to get back to me, or explain what is causing the delay, all I keep hearing is \the matter has been escalated."I'm actually in disbelief that Multichoice customer service is this poor. I actually want to become a client"