DSTV cannot assist with Showmax

We are on a premium package and Showmax is included for free as part of this package. But something went wrong and I have been unable to access or watch Showmax without being billed for it. Even if I choose that option, I cannot watch Showmax. I have been to the Randburg call center twice and have phoned and spoken to counsellors telephonically too many times to count and they have not been able to assist. Now I see that I have actually been billed for Showmax, which they assured me would not be the case. I am at my wits' end. Pathetic service.