Paying for premium but package not activated

We were previously subscribed the DSTV family package on a HD PVR decoder. I disconnected the Family package some months ago using the online self service since the decoder was faulty. Last month we bought the new Explora decoder and I activated the premium package. For the first week all was OK, PVR was working fine. <br> <br> Then suddenly I got an error E102-29 stating that my subscription does not allow PVR functionality. After numerous calls and visiting the walk-in center at gift acres twice my problem can not be solved. It turns out that both the family and premium packages have been activated on my new smart card and I have been billed for both packages. I have requested that the Family subscription payments be reversed, but now it seems instead it has been billed double by the DSTV *********** staff.<br> <br> So at this stage I'm still paying for premium (and family) on the same decoder-smartcard - but I can't use PVR. So until the problem is resolved I expect to be refunded for the full period on which I was paying for premium but not getting the service, as well as the family subscription which I did not activate on the new smart card.