Unhappy client with good heart being treated like trash.

I am premium account holder always try my level best to make payments on time, app**** for price lock plan of R89 in June witch comes with installation. Only on the 17 of october 2018 my decoder was installed. I spent close to R500 in airtime fees to call and be assisted. Now im struggling to even watch TV programs and was promise to be called but no one even bother. Again because I have a family who have become attached to programs on dstv services I spend again money close to R200 in airtime fees to be assisted no one can actually tell me what is the problem. How can a loyal client be treated like trash and at the same time my account is even in credit by R1550 is this the services I am supposed to get I dont think so. I am really upset and emotional about the whole matter.