Account mess

Multichoice deducted R1 000 more from my account without any explanation. When I contacted them they just advised there is an extra decoder linked to my account, which is not the case and also that I apparently all of a sudden have 2 pachages with Multichoice. I have been a client for years and now all of a sudden things gets added to my account. I contacted them but they are not very helpfull. I asked them who linked the extra decoder and when they could not give me any answers. According to them they have escalated the matter and will contact me in 48 hours. Which is unacceptable as I have R1 000 less in my bank account and have other debit orders that needs to go off.