Waiting for service for almost 2 months

As a DSTV premium subscriber, my wife and I wanted to upgrade to the DSTV explora. We decided to get the R899 contract option which DSTV advertises extensively. Our account is in my wife'd name but I made the initial enquiries. My first enquiry was in November 2015, afterwhich we received no service or further feedback. It was only on my third call when someone said they would phone my wife and take the process forward. They did indeed, but that was at the start of December 2015. They mailed requesting identification documents from my wife in the beginning of January 2016, which she provided promptly. Since then we had no response from them again. I phoned to follow up and the call agent promised swift follow up, which to no surprise, has also not happened. It is now almost 2 months since I phoned first and we are no closer to an explora.