The never ending frustration of Multichoice service

It has been exactly 21 days since I have app**** for decoder upgrade and I was told the installer will call me for an installation. To date I have neither received a decoder nor a call from the installer. The worst thing is Multichoice asked me to bring back the primary decoder and I have no TV but Multichoice has taken my money for a service that they are not providing. Even after the submission of review of their service, nothing has happened and it was my hope that by raising the matter through HELLOPETER my situation was going to be resolved. Seemingly even that has had no effect