Bad Service

I have two decoders under one account, one which is an explora requires a payment of R550, and the other one a payment of R420 which has been paid. Due to financial constraints I was unable to make payment for R550 for the explora, so I expected the explora to be disconnected, to my surprise the opposite happened, upon realising that, I then phoned the call centre to request them to rectify this, I was told that in order for this to be corrected I need to make a payment of R170, which I do not have. I feel they are failing me as their client. I even ran out of airtime speaking to the consultant.