Terrible service.

I have been dealing with Showmax agents for the past 3 weeks and no one can assist me. Bontle, the last agent who told me it would take an hour for me to receive an email with a reference number, its been 5 days since having this conversation. I am paying for the premium package. My Smart tv does not have this channel. I only see it on my laptop and phone. I have restarted my tv, cleared cache, cookies, updated the software. Done every single step provided by all the agents who assisted me, to no avail. The previous agent. Reimetse, something like that, said she escalated it to another department who would call me after 24 hours, thats been 2 weeks ago. The support from showmax is so disturbing and also concerning. The smart tv was purchased a year ago. I provided my I.P address and everything required. It cannot be this hard to get assistance? If anyone can go through the live_chat linked to my profile, you will see all the details provided and how I was advised I would get help, to no avail.