change of ownership mysteriously missing after 2 years, cannot use my decoder

In 2015 a friend(J.MOOJI) of mine that was relocating gave me her decoders , 1 explora and 1 HDPVR.

we had to obtain an affidavit stating that i received these decoders from her and ID copies and change of ownership forms completed.

the explora was taken by me and the HD PVR by my brother. change of ownership was confirmed as completed by the DSTV change of ownership call centre in 2015. i have since lost the above mentioned documents. due to my Laptop crashing....

i had not activated the explora for 2 years due to me losing the power cable, my brother on the other hand had successfully activated and used the HD PVR for 2 years.

i then took ownership of the HD PVR from my brother, which we had completed successfully.

today i had decided to buy a new power cable for the explora and connect it as i would like to make use of the extra view options requiring 2 decoders. to my surprise when calling the call centre to activate the Explora that i had taken ownership of in 2015 , this decoder was still on the previous owners name. the agent advised i now need repeat the change of ownership process again... Affidavit, previous owner ID copy and Change of ownerships forms to be scanned and bla bla.....

this is blady ridiculous as i had already done this in 2015 and do not have contact with the previous owner as she has relocated to another country!!!! I SIMPLY CANNOT AND WILL NOT GO THROUGH THIS PROCESS AGAIN.....

I would like an explanation as to how 1 decoder successfully changed ownership and the other did not??????? surely you keep records????

yet another reason for me to cancel my DSTV subscription completely..... DSTV is slowely but surely losing alot of customers because of this

EXPLORA Serial number P ********** 48 – smart card number – ********** 4172 - Change of ownership from J. Mooji to R. Amanjee in 2015 (ACCORDING TO CALL CENTRE THIS HAS NOT CHANGED OWNERSHIP)

HD PVR - S/N. V ********** 07 Smartcard No. ********** 700 Change of ownership from J. Mooji to A. Amanjee in 2015 and then to R.AMANJEE in 2017 (THIS HAS MIRACULOUSLY SUCCESSFULLY CHANGED OWNERSHIP)