DSTV Multichoice and showmax are failing me

Please note that a showmax account has been created and then I paid the annual premium in Jan and I've been calling multichoice to connect me but I've been taken from pillar to post, which I fail to understand why because I do not owe them on both accounts (annual payment was made for both showmax and DSTV). Showmax says my payment was linked to another person who's account is not active but they will try to connect me. Each time I call multichoice, they promise to call me back with response as "They always escalate my issue to IT department" but no one calls me with feedback and no reference is given to me. Please assist me as I've tried everything but no luck .