Pathetic Customer Service

I have a charge of R1780 on my account since the 31st May, I went to take my decoder in for repairs i had insurance on the account. I was given a new decoder but was not advised that i will be charged for a new decoder as i know i had insurance on the old decoder. I have been waiting for a month almost to get assisted with reversing this amount so i can pay my normal subscription. Your customer service is pathetic, everyday i call i get told a different story as to what the charge is and that someone will call me back but to date nobody has done so i have to keep on calling, i even went back to the customer service and the same things gets said they don't know what the charge is and they will get back to me. Today only i was notified that it is a a new decoder, how can i be charged for anew decoder when i had insurance and was not even notified by the lady that i will be charged for a new one otherwise i would of declined. It was taken a month of calling and going to you guys to find this out.