Extra Billing and poor service

My name is Ntsoaki Mabilietse , yesterday I came back from my home back to work. i phoned Dstv and requested a switch from my residential decoder to my holiday decoder. I normally do the switch atleast twice a month since I have bought the explorer. it has been more than a year now. i was assisted by Ms Ruiters. her sservice was very poor. she waisted my airtime and did not assist me. i could sense she was new and did not want to ask for help. i called again and spoke to a Vuyokazi Didiza, she informed me that the explorer with smart card number *** was not on the system so she was unable to do the switch. i did not understand because that is the only explorer i had at my holiday home and at my residentual address, there was an explorer and two decoders linked to it. i asked her who removed that decoder, she could not answer me. she told me that there was one with a smart card number starting with 4544... and am not aware which one that is. it is standard practise that i do the switch between my holiday and my residential. she kept me on the phone for more than 45 minutes and eventually told me that they have managed to put the explorer back but i will have to pay a once of fee of two hundred and something for activation. i asked her why should i pay if i never requested for the explorer to be deactivated and i never asked for it to be removed from the system. she said i had 24 hours to pay otherwise i wont be able to watch. it must be born in mind that my stoporder goes off every 16th of the month. i have never been behind o in arrears with dstv. i do not know what they did to my profile or account and am not willing to pay for their negligence.

i wish for my services to re-instated as before they messed with my account. i have suffered financially already as i have to hold for more than an hour while they are trying to figure out what they did to my account. they told me that they can not call me back which i feel is also upseting because all this was not due to my fault.