Price lock billing mess

My mom was on the DSTV premium package using a PVR + old decoder for extra view at R874 pm until April 2018. She then decided to upgrade to Price Lock package: Ordered an Explora which was set up as primary decoder and her existing PVR linked for XTRA view.

At the beginning of May an amount of R 2561.93 was deducted and last night the service on the primary decoder was suspended. I checked her account balance via self service and it said that she needed to pay R 4 802.32 to reactivate. This was 07.27 AM this morning.

I phoned the call centre on my mom's behalf to find out what is going on (my mom is an elderly lady of 76 years old and do not understand how the decoders work). After speaking to a consultant at 8am, she assured me that this balance is incorrect and that the recons department would get back to me regarding the amount deducted at the beginning of May. The Explora was then reconnected again.

Service on the Explora suspended again this afternoon, phoned call centre, speak to Thato, who assured me that the price lock department would phone me back. I'm still waiting for them to call back. Checked my account balance again, and this has now grown from this morning at 7.27am to now (15:30 pm), amount now payable R 7940.19!!!!!

Can someone please explain this mess to me? The debit order is due tomorrow, are you planning on taking R 7940.19 from my account for one month's subscription ? While the service is currently suspended on the Explora?

I need answers please... and soon.

Thanks Janine