DStv Not Working

I am writing on behalf of my sister, who has sought help from DStv. Last month, and the month before, their household had no access to DStv despite the service provider being paid in full. They were told that it was a smart card issue, and they were to clean it. They cleaned it, and still there was no service. The communication on screen was that there was an error that would be cleared up by DStv. We have ascertained that it is not a smart card issue, and still they have not been reimbursed for what they have missed out on in viewing. Their PVR recordings were also wiped out by the error. They were also unable to access Catch Up, and once the smart card was cleaned, the channel reflected channel 100 as if though they had not made their payment. What is the way forward? How can they get their service back as they have been ****** of 2 months of viewing? I have included my sister's details in this review so that she can be contacted and assisted directly.