Query cannot be resolved.

I have returned funds on my dstv account and services are suspended. Tried explaining to them that the returned funds is not for me and is not what I paid and is not reflecting on my statement. They told me to send my statement to ***. Then received and email saying that my bank statement is not a proof of payment. In the meantime, I was told to pay R134 Monday and Tuesday R269. Every time i call do security check speak for a minute the agent then drops the call. I wanted to use dstv but i can't because all the agents can do is security checks. Today the agent tells me the team leader is on leave then she tells me the team leader is not available and drops the call. Wow .....I will not pay the balance because I do believe it is incorrect. I sent the query again and got a new ref number