Horrible service from dstv

On Saturday I was chatting with Bonolo asking her to activate my decoder on holiday. She said that there was a problem and it was escalated and someone will contact me in 24 hours. Sunday I was chatting to Mlungisi or Melusi he said that he wants a picture of my decoder serial number & I'd not tell me why when I asked. Yesterday I was chatting with someone else again they couldn't help me and now they tell me they cannot find my decoder in the system. Today they say I must have given my de9to someone else and I told them that everything was fine until I decided to activate the decoder on holiday. I need to know who removed my decoder without my permission. I want my decoder to be activated.