Dstv router not connecting 4 9 days while I paid the amount of R875 for dstv compact and 250 for 50gb

I'm soooo disappointed, I recently joined 50gb data promotion for R250 per month plus 450 compact ...so I paid 700 end of Nov but my router was not connecting so my hubby called to check what was the problem they confirmed that they can see our payment and that data will resume in 4 hours but nothing changed I sent a text on fb I was told that on top of that 700 we paid we still have an outstanding of 173 ,ok we paid that amount I was told to reset my router of which I did but still nothing changed ...now they are telling me that I don't have any data how ? Because this month router was off line...guys please assist don't fail us ....