DSTV account nightmare

I have been paying R650 for our Dstv subscription for the past 2 years and suddenly when I went to pay last month I was told I owe R2000, I called the call centre and they told me that there is another decoder that has been connected to our profile, the decoder in question even has a Dstv Indian add on. We don't know about this "new" decoder and we certainly don't know about any Dstv add on. This month alone we have been disconnected more than 5 times. Every time when I call the call center they keep telling me that they will escalate the matter and someone will call me but that has never happened. When I call them back with the reference number they gave me they say they can't retrieve the quiry and therefore they will ascalate again. Worse part is they escalate and reconnect us, but the next time it goes off, I get charged the R50 reconnection fee. Right now. I have been charged FIVE TIMES for the reconnection fees. I have already paid R1100 for this month alone and still as I type this my viewing is off. I'm frustrated really.