Dstv *****ing subscribers money

I cleared an error on the self help app and now they saying I activated my holiday home decoder which I cancelled and asked to be removed from my account 2 years ago. So now I have to pay +- R1000 for a decoder I haven't used in 2 years and all the lady says that helped me is she it's my word against hers that I did not use the holiday home smartcard. I canceled that smartcard and asked them to delete it from my account so why is it still on my name? I refuse to pay for something I did not use and nobody at the call center can assist me with it.