DSTV FAILS ME AGAIN

I am so disappointed by the service I have received recently from Multichoice. I have been on DSTV Access, and upgraded to Family package on the 07th February 2020. A payment of R105 was made on the 24th January for the Access package and R140 again on the 07th February for the upgrade. When I checked my balance I was told that I am supposed to make a payment of R412...I do not understand what is that payment for because my next payment due is R285 to include the decoder insurance.

Now I have escalated the matter to ICASA, and spoke to a lady by the name of Portia Mkhwa****, then I received an SMS saying that the matter will be resolved within 2 working days, after two working days I followed up again and she said after 7 working days. I waited for seven working days, and when I followed up with her again she said its 14 working days.

My account is paid before the end of the month, and 14 days will now be on the 28th of February. Does anyone from Multichoice and Icasa see the matter of urgency in this regard because I need to make sure that my account is up to date?