Price lock bad service

I was a dstv price lock client from March 2019. My secondary decoder gave me problems in August 2019. I took it back to Multichoice in Randburg and it was replaced with explora 3. The decoder could not play so I took it to Maponya mall and that is were I was told to pay extra R65 because my account was in arrears. I argued that my money is taken via debit order. I then called the call center and that is when I was told I'm not on price lock. They told me that they will investigate and call me back. No one ever called me back. I sent them a message again and they promised to call me back. Until to date I have not received any call from Multichoice. Your service is bad guys