Assistance with error message e19-4

Our dstv has been off for a couple of months. We have now decided to reconnect. Last month we contactes the call centre and we were told that we can only change our package on the date our payment is due. We then called today and 1 of the agents told us that we need to pay R315 today and they will reconnect out service. Its now 2 hours and we still get an error message e19-4. We contacted the call centre again and was told that they cannot find our account. My question is, is there an agent that can assist because we spome to 4 different agents that kept saying that they could not help us