Activate new decoder automatically activates a new contract?

I bought an explora 3 on 20 Apr to replace my HD PVR. Phoned customer care to activate smart card. Was told all sorted. 2 weeks later it stops working. Called again on 4 May to find out my the person "messed up my whole account" (words said by DSTV consultant). She said they activated a new account for me. I was told this would be rectified as I was currently on the price lock option. Now I find out I owe about R450 for the "new contract". As I have a debit order coming off I hope this additional amount wont come off as I DID NOT AUTHORIZE a new contract. Why would I want 2 contracts? I am still waiting for them to listen to the voice recordings. No one has bothered getting back to me. How difficult would it be to activate a new smart card to replace an old decoder?