MultiChoice poor Service

I have been experiencing an E16-4 error continuously for the last month and normally has to clear the error via USSD or whatsapp approximately 10 times a day. I have made numerous calls to Multichoice Cape Town to try and sort out the problem My account cannot be in arrears as the monthly payment goes through via debit order. Today after spending 20 minutes on the phone with a lady that has refused to give me her name, she told me that the decoder is malfunctioning and I must take the decoder to Multichoice in Mitchelle's Plein as that is the closest branch to Durbanvile. When I said to her it is too dangerous for a single elderly lady to go to Michelle's Plein, she said to me I am a rascist and she will put me through to cancellation department, however she put the phone down on me before she could put me through