Incorrect billing and poor costomer service

I am a DSTV premium customer and sent DSTV an sms to get the explorer. I was called by one of their consultant who told me that I owed DSTV money. I then politely asked her to look to my records as I did not owe any money my acc is up to date infact DSTV owes me money. She then put me on hold for 30min just to come back and still tell me that I owe money. I asked again what hapend my to premuims i paid end of Nov and the Premiums I paid in Dec. She put me on hold again for another 30 min and came back and said on the 25th of Nov i was charged R699 and only paid on the 16th of Dec. I asked her if she could see the payment on the 24th of Nov, she agreed she sees it, and I asked again what happened to that payment. She put me on hold again and came and said I have two decoders. I then asked where does the other decoder come from cos I am only using one, she put me on hold once more to call a Supervisor and when she came back she told me that there was no one that could assist me I should call customer care. Is this the kind of service that Multichoice can pride theirselves in? I am a Premium customer for god sakes and Im not even sure I still want that Explorer. SORT OUT MY ACC