Nightmare to activate holiday home decoder

I've been struggling with Multichoice when activating and deactivating the holiday home decoder for a while now. End of February I used the decorder and on return contacted Multichoice to deactivate it as per usual. Two weeks later when going to the holiday home the decoder was active when plugged in. I contacted the call centre and the agent (Sibongile) indicated that sometimes they deactivate but the system still keeps it active. Doesnt make sense? Nevertheless,she assured me that I would not be billed for this 2 weeks as its a system errors on their side. I used the decoder again for just over a week and when returning today, made the call to the call centre to disconnect, as per usual.Today however they indicated that there are no credits left for future use. Further investigation revealed that this is because they indeed billed me for the system error on their side. The agent (Lord) put me on hold for 17 minutes so I hiung up. I different agent (Winston) assisted with the 2nd call and indicated they have to pull the call that I 'alledgedly' made to have the service disconnected that time when they had a system issue (as per Sibongile)? And they are the major service provider