Unable to watch Showmax - linked to inactive streaming service instead of the active streaming service

I signed up for the premium streaming package for R699 which includes Showmax. I logged a query on Monday 2nd May as we were not able to view any DStv channels since Sunday and was assisted by Trymore, who was extremely helpful and assisted in ensuring that the streaming package was working correctly. However, our Showmax package, which was linked to a previous streaming option, keeps giving an error when we try to link it to the active package and we are not able to log in to Showmax. Trymore advised that she was not able to assist with this and needed to refer it to the Showmax/DStv department. I have heard nothing back. I emailed again on Thursday 5th May, still not a word! More than a week paying for the service but we can't access it!