Terrible service from DSTV Price Lock department

On the 10 September 2021 my husband was contacted by the price lock department regarding an upgrade on our decoder. We were sold on the idea and requested installation for 1 October 2021. Two weeks ago we were contacted by the installer to say that he was worried as he did not receive the decoder from DSTV as yet and just felt he would let us know... Which was wonderful because that's really all one expects... An update. My husband contacted DSTV on 2 occasions since then where apparently the matter was excalated... But to date, we have not received any correspondence from DSTV regarding the matter. Not an explanation, not an apology... Nothing. We have been DSTV customers for more than 10yrs already and I am totally appalled at the service, or rather lack of service we have received.