Bad customer service

My Showmax package, which is included in the DSTV premium, has been down for five days and I have not received any assistance. On April 26, I chatted with one of the consultants via chat, and she stated that she would escalate the case and given the reference number. Today I was doing a follow-up, and I was the consultant Njabulo did not appear to want to help and simply closed the session once I had given him my information. He is quite rude.