incorrect billing, unauthorised upgrade, ********** activity

good day, i am or i was a dstv client and i had issues with my account whereby decoders were activated without my knowledge and every few months i have to call in and dispute the the billing, and a few months ago i had a very similar issue and i called in and i spoke to one lady who reviewed the call recording and only to find that a lady called in and someone at the background was feeding her information and she resolved the the and i asked if there is anyway we could secure my account so that scenarios like this dont happen and she created a password for me and no one can access my account without me providing the password and i was relieved and im in a very similar situation now whereby i still have a billing query and also an upgrade query of which an upgrade was done on my account without my knowledge. on my profile i have 6 decoders and of which 3 decoders are in use or iam aware of, i have 2 explras which are on price lock and one standard decoder, one explora was on compact and the other were on access, in the month of August 2022 i was surprised to see my bill amount to almost R10000.00 and i called the customer care to ask why is my bill exceeding what i usually pay and they advised me that there was an upgrade done on my account and when i asked who authorised the upgrade and i was told that the upgrade was done through self service, i advised them im the only one who has access to my dstv app and i have never requested any upgrade, so when i check my profile i found that all 6 decoders were active and they were all on premium packages. and according to me i know that i only have 3 decoders that im aware of and the other 3 i dont even have them. i asked the lady that some of the decoders on my profile i dont have them and one of it i last used it around 10 years ago and the other i threw them away since im on contract with dstv for 2 exploras so will be it be reasonable for me to activate decoers that i dont have and iam not using, then the lady said she will escalated the matter further, after a week i called in again and i found out the matter has not been escalated, then i asked the agent escalate the matter for me, after a month i was called by an agent stating that multichoice will not be able to reverse the charges as the upgrade was done on self service i told the lady im the only one with the app and i guarantee you that im not the one who done the upgrade, then thats when the lady advised me that the upgrade was done through whatsapp self service i advised the lady i dont use whatsapp for self service since i have the, so if you say it was done on whatsapp why dont you investigate further and check which number done the upgrade as im 100% sure that im not the one who done the upgrade, you must check the cellphone number then you will see that it was not my number which requested the upgrade, then she said fine she will escalate the matter again so that they can look into it, another months past without anyone calling me, after a while i just received an email that the case has been closed and customer is liable for the cost as the changes were done through self service, i the laid anothert complaint again of which i spoke i lady by the name of Thabiso who called me and listened to my story and she also asked questions so that she can have a thorough understanding of what is actually happening, then the lady escalated the matter further to the ***** department i have nothing bad to say about the lady as she was on par with her customer service skills and when she said she will call back at a certain time she did adhere to her promises and thank her for that at least somebody knows the meaning of customer service and since she does not working at the ***** department so now all matters are beyond her control, in the month of october i sent another email to her and she rep**** stating she did send an escalation to the ***** department of which she even cc the copy of the escalation and the escalation went to the person by the name of lerato all the proof is in my email inbox. then after a week i received another email stating the matter is still investigated then on the month of october on the 11th at (13:07) a gentlemen called me i dont recall his name and we spoke for 26 minutes and he is telling me that i was not paying my account properly there was a month that i short paid, and he was reading payments which were not even corrosponding to my payments and he started accusing me that i know what i have done i asked him what is he trying to imply then he could not answer me and he did not even respect me as i client rather than he took me as his friend who he always drink beer with, i dont know what happened customer respect, its a pity that my call recorder was disabled by that i was going to attach it to this complaint so that you can also hear how rude he was and asking whether i want to be assisted or not. in the conversation we had there was no a way forward as he was accusing me of things that im not even aware of then the gentlemen said he will call me before the end of the day he wants to verify something till today i never heard from him. the number he used is ***) then on the 15th october till now i have been communicating with a person by the name of evelyn and in her response to me via email she always says the matter is still in the process of investigation and will be notified in due course, even now m still receiving the same email from her which means there is no progress in my query. it has been four months for me without entertain i have a tv and a decoder but they like fossils to me because i cant use them, i asked Evelyn how long it will take for this matter to be resolved since we are approaching the 5th month and the matter is still in progress and she cant even answer me or give an exact answer, she just tells me i will be contacted in due course and when is that due course after a year or maybe if theres is another competitor of multichoice. what i would like is for the query to be resolved or if it still going longer or take another 5 months can multichoice create patent account so i can get viewing and still pay the subcription and pay the installment of the decoders because i dont know how long they are going to take to resolve matter. and now when i check my balance now its amounting close to R12500 and i dont kow why is it flactuating... can someone please assist (contact me on ***)