Pay for something i don't get want my refund!

during the month of March i downgraded. I have 4 decoders from witch 2 are active. one is on dstv access the other on family. then i have a problem with an access fee that is the only service lets say on decoder 3, i also made it clear with the consultant that there must be only 2 active decoders so why do i pay this access fee for a decoder and service i don't use. then on dstv now i don't get all the channels i should, i had something similar was rectified then but not now.