Please help.

I am dissapointed with multichoice,last year my mother noticed that the is R275 set to debit every month since 2014 up until 2021 April when she picked it up.She has been manually paying her monthly subscribtion for that period.The package that is playing on tv is for the amount she is paying over the counter monthly,we reported that to multichoice they requested supporting document and we submited ABSA bank statement for that period to multichoice in King williams town and promised to help but till to date no response.