Poor poor service from pep and vusi

We bought a dstv decoder for 599 installation included and no other fees and gave us a number to call his name is vusi.when vusi came he wanted to charges us 550 xtra so we said no way pep said no xtra fees so vusi refused to install. So the guys from multi choice does not how to install the one with a voucher with. So we went back to pep for a refund and they only gave us on the decoder because they can't refund on the voucher.why didn't pep tell us that and poor service from vusi and pep.