pathetic service

I have had continous bad service from Starsat but I still continue to support them. I purchased a new decode in Dec 2014, after spending money on installers with regards to satellite dish, ac adapters. On the 15 April 2015 the decoder stop working, I contacted them and was told that they would send someone out, then I was told to go to their offices where I purchased the decoder, this really is causing much inconvenience as it is very far. Today they debit my acc, it was only supposed to go off on the 1st, they are quick to take my money but their service delivery is pathetic. I am still without viewing and I am now sick of this. Their service is appalling, their customer service is worst than I ever received. They need to improve their service, we are paying and the treatment that we receive from them is terrible. They need to accomodate their clients. Why wasn't the technician sent out? Why must I spend money. If they not debiting my account twice then there is something else, they just want our money