Poor service from DSTV & RF Technologies BFN

We had a dual view PVR Decoder and paid insurance for more than 20 x years. Last month our PVR Decoder became faulty and my wife phoned DSTV's call centre, who said that we can exchange the PVR for an Explora. I went to RF Technologies in Bloemfontein (the only agents). They said they I can exchange it for an Expolra, but it will cost another R 1900.00 for the installation and equipment to work properly. I said that I'm paying insurance and that it should cover everything, the one guy made a joke of this and said that ABSA bank is luckily just around the corner. I went back home and phoned DSTV again. After a lot of calls and suggestions DSTV made, RF technologies turned down and said it's not possible. I've exchanged the PVR for the Explora and received an invoice last month with a double deduction with an extra amount of R 885.10. After phoning DSTV again, my wife realized that RF Technologies never cancelled my faulty PVR. My wife phoned again today and it seems like the people she spoke to at DSTV haven't done anything about paying the amount back. It seems like between DSTV and RF Technologies, the one doesn't have a clue what the other is supposed to do and allow to do.