Angry as hell!

I’d like to understand, how is my mum paying for a decoder she does not have anymore! And she was advised by consultants at the multichoice customer service center that the old decoder has been cancelled!! But on a monthly basis her service has to be disconnected course of this one decoder she didn’t pay.

Why aren’t you’re consultants doing their job, can this be fixed as it is tiresome always calling in to get this fixed and it doesn’t get fixed till a fight breaks out!!