Can not pair smartcard to decoder over the phone

I recently purchased a second hand hd 4u decoder to use as a secondary decoder on my xtraview, i called the call centre and was told that once the change of ownership forms have been completed the decoder would be activated by calling the call centre once again. After going through the process of changing ownership AND removing my existing decoder from my subscription i am now being told that the decoder and smartcard can not be paired and i have to visit a accredited installer in order to be paired, after visiting an installer, i am now being told i have to take the decoder and smartcard to multichoice head office in Ranburg in order to rectify the error, all attempts to email have been unsuccessful and the option of getting to Randburg is not feasible due to distance and time. My main issue is firstly, why the sudden no show regarding the mails? secondly, why wasn't i informed initially about the pairing problem before removing my existing decoder from my account and lastly surely and effort should be made on DSTV's part to offer a solution if as i said to the consultant that i cannot go to Randburg. all the while i am left without viewing capabilities on my 2nd tv. Most annoyed.