Charged but no service

Bought a new decoder for our apartment and we still have our old one, called to activate it, then it was disconnected, paid on the 15th February it was never re-opened, paid again for both decoders momth end but only one is active, have called the call center many times but no assistance, they keep on telling me about errors, and escalating the matter, but still nothing and I'm being charged for both decoders.