DStv is not the greatest

I tried to do the right thing to change my late husband's account to my account. I still paid my account by debit order every month, but the moment it had to change to my name, everything went blank and even though it took me nearly an hour, I still had no excess to my DStv. The number they tried to call me on a number that did not exist on my portfolio. The new Premium rate for DStv is R899, I have been paying R949 for a whole year. I am trying to find out why there is this difference but I could not get an answer yet.