Frustration with DStv and Showmax

My mother has been a loyal premium package customer of DStv for many years. However, she is 85 and I am in control of the MyDStv app on my phone. We have been subscribed to Showmax from the beginning and I even logged in about two weeks ago without any problems. At the weekend I wanted to watch something on Showmax and suddenly I had to subscribe again. I phoned on Saturday and Sunday evening and after spending more than an hour or two of MY airtime, the problem could still not be resolved? I was told that there was a upgrade and now I had to subscribe again with a different email address? What nonsense!!! I am really frustrated with this and even deactivated the service, but then again, it's part of the package so I should be able to access it without problems. If it wasn't for the fact that it is my mother's only entertainment during the day, I would have cancelled DStv if it was my subscription! Pathetic!!!!