Poor service

So my mom was called late last month by a white gentle man from dstv , he located my mom into a policy and he didn't explain how it works , my mom paid her dstv early this month after her dstv was closed she the received an sms stating that she must pay for a policy that I assume she doesn't know about. On Monday the 8th of May I called dstv customer service and I was told 100 different stories (called more that 3 times) I told them I want that policy to be called how can dstv people take advantage of our uneducated parents I mean my mom can't even understand English very well ...I then asked to be transferred to that policy or insurance department I was then transferred and I spoke to a lady called zoleka if I'm not mistaken (the lady was so rude) I told her everything she then told me that my mom.needs to pay for that policy I asked her how and why because that guy never went into details she then told me she want to speak to my mom since that insurance needs the dstv acc holder .After that phone call my mom's dstv went on then on Wednesday it went off again meaning that my mom has to pay for something that was not explained to her ,dstv stop taking advantage of our parents my mom cant6 even afford your expensive premiums she's only on your r130 package ,how do you expect her to r400something .I need my mom's dstv to work