I was have the internet from dstv experience problem with my router taking back to dstv head office the say the will send it back after fixing it

I was have the internet from dstv experience problem with my router taking back to dstv head office the say the will send it back after fixing it . It was last year November till today the claim that I owe them the thing that I don't have it I'm also have decorder I can't pay my decorder because of the router that is not on me