poor service

I phoned multichoice on 04/05/2023 ,,,my husband was not working and unfortunately he could not pay ,,,I spoke to some of your consultants and was advice that we should cancel the service and the the balance owing will be adjusted and when we reconnect we start up fresh with the monthly installment ,i was told that by 3 different consultants ,,,on the 05/05/2023 when i finally got trough to the cancelation department I spoke to charlotte and she told me that what i was told is not true, she explained that the balance R2432.20 that we don't have .