two weeks and still waiting

My husband and I moved to jhb on the 01.02.2016 and had called multichoice the very next day to instal Dstv my husband spoke to the lady who advised that it has been referred for an approval and that they would get back to us . We eventually had to contact them ourselves and was advised that it has been approved, we received a list of the documents we had to send which we did numerous times my husband was contacted on Monday after we have made numerous calls to be told that they have not received the documents which we sent the previous week and when asked for an email address was provided with the same one which they were apparantly not receiving the docs on. It seems to me that multichoice is not very interested in providing any service at all. I am disgusted in the fact that we are now still waiting for installation for 15 days ,however if we had purchased our decoder from a retailer it would have been installed . Please can I get urgent feedback as to when I can expect installation I think it is definitely an embarrasment to such a huge company that we cannot complete a task that we perfom on a daily basis it tells me that we do not know our job descriptions '