Poor customer service

Dstv doesn't take its customers serious. Everytime i have a smallanyana query it turns into a huge query.Now they're telling me that on the 22-08-2021 i upgraded my package from Acces to premium on Whatsapp which i was not aware of..Well according to Dstv business model if one has to upgrade from a lower package to a higher package one has to pay a pro-rata or make a payment of a higher package before they open all the channels of a higher package.So they say my bill is R1015.41 that im not even aware of.I gave someone another decoder as i have 2 of them and helped her with change if ownership..Yesterday they said the change of ownership cannot go through because i owe them the above mentioned amount that needs to be pais asap. I'm honestly confused..