Bad service

My service were suspended today and I called DSTV to find out why I spoke to Xolisile Mkize who told me that my services were supposed to be suspended on the 4th of January and when I asked her why there were supposed to be suspended she placed me on hold for almost 30 minutes and she came back to tall me that I have extra view so I was supposed to pay 630 not 530, I asked her when was that extra view activated she told me she cant confirm now, I told xolisile to send a call recording of me calling multi choice and activating that extra view because I know nothing about it she said she will request it from her Team leader and she is going to transfer me to cancelation they will assist me with cancelling and reconnecting my services after that the phone went dead for almost 20 minutes and the call disconnected, what kind of the service is this I called using my airtime but didn't get any assistance I need to know who activated extra view on my account and if multichoice is going to tell me that I activated it I need to know when and I need the call recording I need a call back from Multichoice ASAP my reference number is ***3I13.