dstv - shocking customer service !!!!!!!!

I have been querying our account for over a month now. It said on the system total due was R4327.60??? for 4 decoders and 2 holiday home packages. The decoder that they say has an amount of R4327.60 on is a holiday home package and has only been used 4 times this year. I have been sent from pillar to post with my query and no one can seem to give us a proper answer. They have now blocked my dstv because of non payment, so I was advised to pay the o/s amount while they sort out the query. It has been 2 weeks now and the response that we have received is that it is owing on the holiday home and they will not be refunding me the money back. How can a holiday home have a total amount of R4327.60 on it if it is only been switched on 4 times, but no they do not want to send me a printout of all the activations??? something is very fishy about this whole story and I am ready to cancel all the subscriptions with Multichoice. Their customer service is absolutely shocking and the call centre people do not even know how to resolve a query??? My case number is ***I77 and ***5-1. Can someone from multichoice please look into this account as we are at our wits end. They did a switch over to a new system and that is where our problem started. All my decoders were changed to a switch over, who gave them permission we do not know , and they now have the cheek to tell me that I owe them that amount without proof of switch on' s. I once a year pay money into the holiday home packages and have never run out , but now all of a sudden we hit with this account and no explanation ????