Activated Holiday package without request

Multichoice has charged us for a holiday package that we requested to be deactivated for April and May months and now we have an outstanding amount of about R800 and also on our premium package.We explained to a lady called Naledi but they are insisting we have an outstanding balance and we now have to pay for a package we didn't use,and can't afford to pay 2 payments for packages,we paid for the premium package but multichoice hasn't activated this package yet..We request the reversal of the outstanding balance and our account to be up to date