R2 arears debut order paying customer

On the 15th of December I phoned multi choice because I was experiencing problems with my extra view decoder.As it is still a old one I inquired about an explorer and was told that they would contact me within 48hrs.On the 17th of December they phoned and told me that I owe them a R2 and could not put the deal thru for me.As a debut order paying customer I could not understand that my account was R2 in arears and told them that I would pay the R2 and they should phone me back in 30 min time.To date nobody has returned my call.