I'm given the run around by consultants

On the 21st of March I spoke to a Consultant telling them that I bought a new decorder my previous Decoder is no longer working she told me I owe them I asked her how when my account is being debited on the 26th of every month the TV was showing no channels so I had paid for that same money only difference is she was supposed to cancel the previous Decoder on the system and activate the new one. She added it to the one that's nolonger working I'm now expected to pay double for nothing when I had days that my decorder was off because it wasn't working now I'm given the run around by the consultants who are telling me they don't have authority to change packages the same consultant new she didn't have authority either but decided to add to my bill I was told I was told the matter was escalated I should expect a call within 48hours which didn't happen I reach out to them again still no way forward. I don't understand why updating a decorder is such a mission. I know I'm not paying for a decorder that's no longer working.