DSTV IS BAD

Good Day

Just need urgent clarity on a payment made in error for a service that haven't been used in years and now I'm told that they cannot refund the amount paid even though the service hasn't been use I just need to understand as to how people cannot be refunded if they are not even able to use the decoder. this is absurd and plain simple to say you can't refund a customer who paid in error and haven't used your service in years