No catch up available in this Country South Africa.

I have stopped my PVR Access since my PVR has been damage by electricity outage in the are. 13 September 2018 I called DSTV call center and requested a reversal on my account because I have been charge for access which didn't have anymore. Charges were reverse. I bough a explora in the beginning of August and called again to link the smart card of the new explora to my account and asked to activate the access to have catch up too. I was told everything was done, to my surprise that i have a notification on my tv once I press catch up that reads its not available in this country yet. I called last week to ask if I am being charge acess fee because my DSTV fee is R519 but the sms says R600 and now this month I hade to pay R700 and something but my access is not available in this country yet. I need you to evaluate my account and see why am I paying more than the premium amount and why is catch up not available in this country. The consultant requested for voice records and said I will be contacted in the next 48hrs and today in this country its over 72hrs already with no feedback and still no catch up.