Dstv funeral policy cancelation refusal

Good day

My sister encountered a problem her Dstv was disconnected and she paid on time. When we call this morning we were told it's because she has joined a Dstv funeral cover & she has never signed up to that, it's all nee what we heard today.

The consultant said we should call a number where we will cancel & she will be reconnected only to find they are refusing to cancel & they say she must pay R185. It hurts her coz she didn't join any policy with Dstv & I also would like to know why is she being forced to say she joined a policy which she did not join & now she can't watch TV due to that