Dstv insist that my decoder is being disconnected and have no package active, but i am watching Easy package, just wanted to upgrade

Dstv insist that my decoder is being disconnected and have no package active, but i am watching Easy package, just wanted to upgrade. Now they say its a must to pay a reconnection fee of R50. They cant solve this situation... Why consultant cant ask her senior or a technician to assist? I will not pay that fee because i am not disconnected, unless they want me to pay for a TV box....