DStv is annoying

My mother has currently a Price lock plan with DStv. Since the first day when she app**** for the Price lock, the agent who contacted her to do the application messed up. We had problems with DStv since last year October and now our DStv is off. I called them on Saturday and they told me that our balance was fine and we don't owe them anything up until next mont (November). But today when I called to find out why our DStv is off, they told us we owe them an outstanding amount. So I don't know what the heck they are doing, but I'm furious .!