Waiting 2 weeks to get a call for pricelock

One year after buying the explora, the hard drive needed to g e formatted, thus wiping out a year's recording that we have been recording for our child. Received sms a day before the package that I was on was about to expire saying I should reply if I wanted to keep the premium package at R749 for 2 years. I did so and no one phoned back. Phoned three times during the week and they keep saying they'll get someone to call back form that department but no one has done so, although I have received an sms stating my next debit will go off for R899. How stupid that up you have a call centre and they can't do price lock from there? What kind of a call centre do you have that they can't attend to a client in two weeks?! And even if they do, I know what a nightmare it's going to be to get them to credit me with the difference since they did not keep to their word. Sheer incompetence!