Account paid but service suspended

My mother has a debit order for payment of her DSTV account. The account is paid to date but her service has been suspended, she has been to the Multichoice walk in service centre at Knysna Electronics twice, but they have still not been able to fix the problem! She is nearly 80 and is not able to drive, so to get the service centre is very difficult for her. Yesterday they sent her home to find the error message, but they don't take phone calls, so she now has to get back into the centre to tell them the number. The staff at Knysna Electronics are not helpful at all and refuse to even pass on messages to the Multichoice staff. The telephone wait time is just too long for someone on a pension, the call will cost a fortune!