Decoder Closed

My mother has been billed incorrect an now her decoder, is closed. She to call the call center every day to reconnect her services. We have spoken to a lots of agents and the management still no help. Yesterday Bokang promised to resolve the matter. Because she told my mother the system billed her twice and the recording that my mother change her payment date in December which the agent she spoke to, told her a lot of money she must including the pro-rata, she told to live it she will make payment same same day. Today we spoke to Ernest and he said he will escalate.