Fix your mess, and upgrade my plan

2yrs ago my mom bought a new HD decoder to replace the old one, we were disconnected for the whole month for the service we paid in full, told that we owe 2k,ok... i was called and told its resolved and i was never compensated for that momth of no service.,until now i want to upgrade. Only to find out that both the old and the new decoder has an outstanding blance of R800 each to be paid before making any changes. As i write this, im on a dstv family plan and owe up to R700 that should be settled next month. I want to upgrade to dstv compact now, and i will not pay for the amount i dont know. This month i had to pay R500 for a mere family plan. What is this that y'all are doing. Where do you think we get this money from. Fix this. When i call your agents just put me on hold for over 30min to come back and say "sorry you must pay the amount owed" .