Terrible Service

I bought a second hand dstv a year ago. Filled in necessary documents even got a reference number (***) just never had the funds to connect it. A year later I want to connect this decoder to find that it is still registered in the person's name I had bought it from. I did all the forms all over again, no feedback not even a reference number from change of ownership department, so I spoke with a Supervisor, she told me I should email her the documents and she would attend to it immediately. To no avail. I then got in contact with another person and sent her the documents through which she forwarded it to the change of ownership department and a new reference number was generated (***) 3 days ago and still no response and no closer to getting the decoder linked. I am expected to pay for a service and God help me should I not pay every month they disconnect me. What the hell kind of service am I paying for!