Please assist

All I want is for DSTV to please deactivate my account. My PVR was damaged and my installer says that I need to purchase a new decoder. I called to call centre and told them to please deactivate my account until I purchase a new decoder. This way I wont lose on the full premium package money that was debited. I called last week and the agent said he will get someone to call me, nobody called me and its now the 09/02/15 then I decide to call and an agent says because of terms and conditions they cannot do this but they can do it at a mutichoice branch. I don't have time to go to a branch..... HELLOOOOOOo if they can do it at a branch why cant they do it at a call centre, I don't want my money back I want my account on hold until I purchase a new decoder, what is so difficult about this. I am m trying to save my money. Can someone professional please assist with the deactivation of my decoder.