Horrible experience

I have called into Dstv MultiChoice this morning for 24 min. And could not get assistance. I have been charged for premium package when those channels were not available to me. They talk of a change in ownership and downgrade of bouquet on the 5/06 when only a payment and reconnection was done. I want to upgrade to premium but I’m being told I cannot because I have outstanding payment when payment was made on 5/06. How can I be charged for premium and only have compact plus channels.