Unhappy client, to Insurance Department

I joined insurance 2015 the in 2019 my explora broke and guess what, I took the decoder to the Agency's In springs, and they said my insurance was switched to the new decoder, and what's funny is the new decoder I did switch , and I've asked for supervisor and I was on hold for 20minutes and my airtime was finished,Nelisiwe didn't even call me back after that..... I need answers for multi choice