Paid for DSTV but unable to watch

Good day, I activated my account today and chose Access package. After realizing that I was not able to watch my favorite channels i decided to upgrade to family package. Unfortunately after i made payment, the upgrade was not done. I tried doing self help, nothing. I called your call center, got cut off after speaking to a consultant. She instructed me to switch off the decoder and switch it back on. Nothing still. I am really miserable now. Please someone assist me. This is the email I sent to dstv but received no response. I then called the cakl center again and was told since I did the extra vuew my decoder wzs transferred to my sister's account and therefore I need to buy a new decoder! I asked the guy hiw come before I upgraded the decoder was working fine he couldn't explain.Nobody informed us that when you do an extra view they transfer ownership to the next person, so why dont the transfer it back to my name. I am still without dstv and i have paid R309 for family package