bad service from philisiwe dstv

i used the WhatsApp service to downgrade my package, well i did not know that there are 2 decoders under my name, so i made payment to the account that i no longer have, so all I'm asking from multichoice is to transfer funds to the decoder the expora that i still have. the agent philisiwe went on to tell me that it my fault i did not disconnect the previous decoder now there's nothing that can me done. then she transferred me to the insurance department knowing very well they are not there it a weekend. what im asking now is to disconnect everything and refund my money i cant deal with such bad service wow , she spoilt my day