Multichoice says they cannot help me because of the system

I have a issue and Multichoice (DSTV). I phoned the client service and after speaking to multiple people they just told me. They can do nothing. What happened was, my iPad was used in the past through another family members account. We haven't used it for quite a while, so then wanted to add the device to our other DSTV account, but it told me that the device is registered to another user and it must be removed from that user / profile. The thing is, I do not have access to that account and the family member is not available at the moment, so I cannot get the unit removed myself. Multichoice just told me there is nothing they can do, just like that.

I just want to register on our new DSTV account with this device, but now Multichoice tells me, NO.

I did ask, what if the person past away or when overseas, what then and they did not have an answer. With all due respect, or the people is not trained enough the system is not working.

Now what must I do now? I do not have extra money to buy another iPad!