Poor service

I have reconnected my account recently and 4 days later I was still not connected.I spent 1hour + on the support line but they could not fix the error. When I go on the dstv app it says that I have to pay an amount over R800 but I'm fully paid up and both my decoders shows that its disconnected,This is really poor service as my family needs to be able to watch dstv now that our country is in lockdown.The consultant gave me a reference number a day ago and said that she does not know how long it will take to fix my error as it is now Corona virus time,wth!!! My reference number that I got is ***. Your service is really poor but not so poor when you need to be paid!! I need my issue sorted out asap.