DSTV complain

I have a new small decoder which I claim from insurance and I've been using it for about 3 or 4 months now My account is suspended and i have to pay R1246.00 for insurance I don't understand why didn't they tell me before it even get to that amount ive been paying for more than 2 or 3 months surely if i owe something they should have told me And your WhatsApp service doesn't work it's like taking to a robot that never listens to only says what it's programmed to say