Completely deleted smart card and decoder from sys

Did a change of ownership, basically they just needed to replace one name on the account with a different name. They didn't have to change the banking details or anything. Now they are quite happy to bill us for something we can't use, they completely deleted the decoder and the smart card from their system. Phoned them, went to branch, still no joy two days later. Can't watch TV. Apparently they can't fix it. But they can take my money for a service they are not providing.