Useless service from dstv

My mother's decoder was faulty, so we bought another new one,today more than a week later, numerous phone calls, emails still nothing, another eeekend for her without her tv, the only companiumship she has and still she will be liable fgor her montly installment, that is unaccepted. Or then maybe is it sumone's not capable doing their job, robbing not others ppl money, also their time and last savings wiched they had work hard for