Disputes on subscription

I have battled to get the DSTV price lock deal, now that I had it my decoder had problems in just a month , I went to Maponya mall yesterday to swop my decoder after I went there to few days ago. My subscription is now suspended, I was watching DSTV this morning and the next thing it shows E16 error.

The watsapp help service shows my status is overdue and I’m owing but I have proof that I paid and my next payment is due 25/03/2020 . I need an explanation urgently I don’t know what they did at Maponya mall with my subscription . Worse I was there from 5 left the branch at 9pm that’s unacceptable customer service