Pathetic customer service

About 2yrs ago (if not longer) we upgraded our decoder telephonically to the Explora. For a while now our account was debited with an amount double the normal subscription. I registered on the self service site to view the statements and noted that there were 2 decoders on our account. After sending a query via email to DSTV we were informed that we were still paying for our 1st decoder that we don't use. Usually with an upgrade you only pay for the new device and DSTV can check on their system when last that specific smartcard was used!!!!! On 29 Oct 2020 a DSTV agent rep**** on my query and stated that the old decoder was cancelled on their side. Today, 8 Nov our balance is again R1823.00. This is totally unacceptable. DSTV are quick to take your money but VERY SLOW to respond/act on queries! We are still awaiting the financial department to contact us as our query was sent to them - that was what we were told (if it was sent at all is another question) We are considering to cancel our subscription.