Dstv is ***

So about a month ago our dstv explora gave a push notification that stated our harddrive needs to be wiped due to the fact that there was alot of recordings on it. That all happened because my nephew recorded his cartoons for him to watch when he comes from school and alot of his shows he couldnt Catch Up on. So long story short,we phoned the customer careline talked to a Tebogho who informed us that we should take the decoder to their nearest branch so that it can be wiped clean. Mind you I asked the call center agem 3 times if he is sure it could be done and he assured me,yes that the technicians will do it free of charge and we wont have to get a new decoder. So my brother went to Dstv Mutichoice's branch in Goodwood,just to be told that they can't fo it and we need to pay a R700 for the exact same decoder. So what I need to know is why do we need to pay for a new decoder when we were told that it can be fixed. We already paying a moerse klomp geld for repetitive shows from a decade ago and you Mutlichoice want to continue using and robbing us. Julle is slegter as honde*** and pls do note that you guys are useless and we are using other streaming services!!!!!😡😡😡