On Air DSTV Shocking Service

My dealings with " On Air " have simply been a nightmare. I was contacted by an agent from on air advising me that my SD PVR would soon be obsolete. It sounded like a good deal and I agreed on an option to swop my old PVR for a new explora at a monthly fee over 24 months. My explora was delivered in Dec 2016 and that is where my problems began. I heard nothing further after that and had to contact them regarding installation. They gave me a telephone number of an installer in my area. I contacted the installer and was advised that they no longer do installations for On Air. I contacted On Air again and was give another number. This time the installer did come out. When seeing the setup that I had which consisted of three channels they advised me that I would loose 1 channel if they proceeded and advised me to contact On Air to rather suggest a different deal. I did contact them and they advised me that this would be possible but that they would have to arrange for the new explora to be collected before I could take a different option. I didn't hear from them again. My payments were being debited and my explora was sitting in a cupbard. I lost patience with the lack of communication and cancelled my debit order as I was paying for something I was unable to use. They were quick to contact me when the payments stopped. I advised them that I was not willing to carry on this way and that I am willing to return the brand new explora still in the box and asked that if I do return it how I would be sure to recieve all the payments that had been made back as a refund. They advised me at his point that once they have recieved the machine back they would refund me. The machine is back in there possession now and after speaking to a dozen of agents and a couple of managers have been told that they will not give me a refund because I did not cancel the deal with in a three month period. I did not want to cancel anything , I simply wanted them to give me what I needed to maintain the same amount of channels that I had. They delivered the explora to me in December 2016 and it is now 11 th of April 2018. They have had there new machine back for 2 weeks now and I have gained nothing but frustration ,all I asked for is my money back. I have never seen such bud service in my life . I spoke to an agent yesterday and asked that a manager call me back this morning and still nothing. I gave them a call now and all there managers are in a meeting. I am sure that On Air is doing a lot of damage to the Multichoice brand.