Very bad service.

Good day. My friend gave me a decoder( Tirsa Wentzel ***) to Anna Botha *** We send the document for change of ownership in on the 23/02/2023. They send her a few reference numbers ***2,***2,***6,***8,***4,***0,***9 and ***4. they told her it will take c seven (7) to fourteen (14) working days. When we phone them yesterday it still haven't been charged. She contacted them on the 2nd of March and they said it will be connected on the 3rd of March. We resend it today (16/03/2023) again to change of ownership department and *** they told her she must send it to send it to proof of payment. What happened to the connection from the 3rd of March to the 15th of March.?