My case was ignored

The multichoice DStv this days is useless,

Since on 20 August laid a complain about my dstv, it show that I owe dstv R1258 well i pay for compact account with the amount of R535, per month because I am on the price lock, so since on August my dstv account is switched off by dstv multichoice, they said i owe them R1258, the thing is how can i owe dstv money because if you owe them they switch off your dstv, until you pay for your subscription so they will reconnect you, so how can i owe dstv money, my subscription is compact but, but it switched off because my job was finished so now when I wanted to reconnect I found that there's a money that I owe them and my account was off how do i owe? Since I was complaining about this on DStv via cell phones call and live chat on DStv but my issue was ignored the case number is ***6, since from 20 August I was ignored like a stray dog,