DStv - Dstv refuses to activate my account after payment

i paid my account , its upto date , its deacvtivated i asked the customer service to reactive they say NO my detials dont match the ones they have ,. they say the address and the email dont match . But i copied the detials from their site to paste in the chat how does this work does dstv just take people money and refuse to activate .

they have my customer number , the account is paid why cant they activate or just refund the money and say we wont refuse

customer agent was Nthabiseng on the chat