Disappointed with DSTV

I'm so disappointed with the way DSTV treated me today(27/03/2025).

I logged on via WhatsApp help service to view my balance for the month and pay my account as i normally do. I have 2 decoders with DSTV.

1. Compact Package - This is the package that i watch and pay for monthly (More than 10 years), this the one active that i was intending to pay for as normal.

2. Family package/Access package - Which is no longer active, bought it for my grand mother back home, just for her to watch SABC news her favorite channel - i was paying probably R150 subscription back then (This was more than 10years ago) my grandmother passed on and i discontinued (stop paying) this service yes i go since there was no one to watch it back home. I then only continued with the Compact package until today.

Today (27/03/2025) when i checked my balance to pay for end of March 2025 via WhatsApp self service, i was shocked by the Balance of R1390.86. i logged on to MY DSTV on line. Again i picked 2 separate DSTV Compact packages that are active. I was more shocked (since I'm only using on Compact subscription). I then called DSTV call Centre for further assistance. The agent picked up that I've used WhatsApp self service on the 1st of March 2025. (Note: my Compact package was disconnected on the 1st March, i had to logon via WhatsApp self service to pay and re-connect-as i normally do) she then indicated that when i was paying to reconnect my Compact i might have unknowingly reconnected the other package, so i'll have visit the nearest DSTV branch with my ID book for further assistance as she was not able to help in this case, but she did assist to cancel the second Compact package.

1st March, i was able to use WhatsApp self service as normal, i was i requested to pay R519.64 (Normal subscription + reconnection fee) service was restore.

I then went to the branch, where my troubles expanded. i showed them my WhatsApp messages from self service app. I was told to pay R921.86. They say it was my fault while i was interacting with WhatsApp AI self service so I'm liable to pay for both Compact packages for March, regardless if I've used both services or not. they made me feel like stupid, like someone who's not up to date with todays technology, someone who can't use self service properly.

My issue is:

1, I normally use WhatsApp self service to reconnect when i'm disconnected, it was not the first time. Why this time the other decoder was activated?

2, The other decoder (last active more than 10 years ago) was on different package (Family/access package) - Why activate it to the more expensive package?

3, The decoder on the unactive package is was old, more that 10 years, it outdated on DSTV/MultiChoice systems - surely DSTV should have picked this up. This devise is no longer in service.

4, If i have activated the other decoder unknowingly (Perhaps your front desk agent is right I'm stupid for today's Technology) why not activate it on it's original package (Family/Access)? why the more expensive package?

To my group of friends and close colleagues, I'm the only person who still pays a DSTV subscription, all of them have switched-off to other alternatives available in the market. I was proud to be a DSTV customer until today...Maybe it's time for me to do research about this WAKA WAKA TV they all brag about.

Customer name: Nkosinathi Mtshali DSTV Customer number:***0 Contact:***