Please remove the R3200 showing on my account

The service is extremely poor, I app**** for a price lock deal, the decoder got delivered on the 15th of January 2021, the installers told me to call multi choice to clear the e16 error code, I called dstv and they told me I owed R3200 which did not make sense because this was a new decoder, the consultant I spoke to advised that it was escalated to the price lock department for them to fix my account and it should be sorted by the 19th, I called on the 19th of Jan to follow up but the amount was still there and the consultants I spoke to from the 19th - 22nd Jan keep telling me the same stupid message that it will be escalated to the price lock department, the ****** price lock department I don't know why they are hired everytine they call they call to offer me a new decoder instead of clearing the R3200 that is showing on my account, I'm very frustrated because come month end DSTV is going to debit the R3200 instead of debiting R500 which we agreed on I am really not happy with the service I am getting for you guys. And I need the amount sorted out