Waiting more than a month for exploration deal

We have been waiting for over a month now after applying for the explora deal. After phoning last night I was told they captured the incorrect banking details and they weren't able to debit our account. Why where we not informed of this and now I am being told I will wait another 7-14 days for the decoder. This is appalling all I keep hearing is its been escalated but nothing ever comes from it. I want answers today and I want my decoder by the end of the week that's the least that can be done to make up for your incompetence.<br> <br> K L Shayler