Their mistake - our problem

On the 22nd July 2015, my wife and I had a dstv explora decoder installed in our home. After installation we were informed that we needed to call the multichoice customer care call center to get connected on our new decoder. Easy enough we thought, and so the calls began.... Between 16h39 and 17h44 we made 4 phone calls with a total of almost 70 minutes on the phone - at our cost. While connecting our account to our new decoder, one of the customer care consultants downgraded us from the premium package we have been on and paying for, for well over a year, to the lowest R99 package. Ok, no problem, the consultant made an error, we understand....now fix it. What we were told then is that we have to wait for between 24 and 48 hours for this error to be rectified. What?? All the while speaking to consultants and a supervisor, we had to listen to the staff giggling, chatting amongst themselves, deciding who's turn it is to make tea, and in the end we were told it was human error, we just have to accept it. Bad Service is never something to just be accepted!