Account not corrected

I moved my package from premium to package just below, in July (if I remember correctly). The DSTV decoder is at my parents home and I am paying for them. Hence the reason for the downgrade. Approximately two or three weeks ago, multichoice disconnected the service saying my account is in arrears. However I have been paying them every month based on my telephonic conversation with them since I have not received a statement since June 2015 from Multichoice. On Monday 28 September the decoder was disconnected again and the reason for this is still that the accounts are in arrears. I phoned the call centre furious and spoke to consultant. I was promised feedback by yesterday and a statement to show that the account was resolved, the reference for the call is ***0. I am still waiting for feedback. I'm tired of fighting with the call centre since they are not resolving the matter and not giving me correct information. Everytime I need to call them I'm incurring cost and waisting time which is not fair.