DSTV have lost my package and have no clue what they are doing

I have been a customer for 18 years. Now they seem to have a data migrationor they have been hacked and the system is messed up. I have had a main home and holiday home subscription for many years. All of a sudden a third decoder that is not mine appeared under my profile. All packages were moved to that decoder and my decoders set as inactive. For days now their various call center agents have not been able to resolve this simple problem