Bad customer service from DSTV no help

I do not like the service that I'm getting from dstv which is none. Firstly my monthly payment is one amount then all of a sudden i look last month on my app and see an extra R500 making my payment R1500.00 when i phoned in the lady that i spoke said she will escalate it to finance because she cant see why i was billed the extra R500. Now i see its not sorted and now they want to disconnect my service because of that extra R500 on my account and i made my normal payment of R1085 already. Please help because i think this os ridiculous that i must just pay an extra amount without knowing why it's there to start with because dstv cant even answer me with why that amount is there and i refuse to an extra amount that they cant even account for on my account. Help please