mis informing customers

We bought a dstv decoder. We activated it over the phone on the 29th of February. Gave all the details including banking details. Enjoyed viewing for a month. On monday 11 April 2016 we turned on the decoder only to find a error message showing E16-4. We phoned the call center and they couldn't find the information. We phoned again on Tuesday, the same thing, and he escalated it to the supervisor. Called Wednesday to find out progress and nothing. Took decoder to multi choice office, assistant advised a payment should've been made the day after activation the call center neglected to inform us of this procedure and that there will be a penalty fee to re instate account witch we are not prepared to pay. Few days after we activated account a woman called offering insurance which we took funny enough they could find our details then but can't find our details now. The call center staff are not very informative and are unable to help with queries, witch is poor customer service. Mis informing customers could also lead to *****.