Rectification of account

I contacted DSTV Sept 8 to get my account fixed. According to our calculations we need to have a credit of R668.20. Our account was suspended. The lady, Sonto, said that her supervisor will call me back after 2 hours because they needed to listen to the recording of my inital query on August 12. They didn't call me back to finalise this matter in order for me to know how much I need to pay. I paid a reconnection fee of R50 on Sept 8 to get my account active while they sort my account and credit out. This morning my DSTV was again suspended. In April this year, we've done a change of ownership on an alternative decoder, but we didn't use it. They have however still activated a package on this smart card ( ********** 378). Sonto said that they will do a refund because she can see that it wasn't active (R39.17 + 235.00+47.00). She waited for the financial department to approve it. On August 10, I made a mistake while trying to activate our DSTV again, and activated the DSTV Exta package on the Smart card we're not using ( ********** 378) . I contacted the call centre on the 12th to explain and asked to activate the premium package on the correct smart card ( ********** 536) . The lady who I spoke to then said that she'll fix it and that we only need to pay R509.03 to activate our account. When we got to Checkers to pay, they told us that an amount of R855.94. This meant that they haven't rectified the package on the smart card ( ********** 378). So I cannot understand how she can see that we haven't used the card in April and arrange a refund, but need to listen to the audio in August to rectify. I am also waiting since Friday for feedback from the supervisor. This is costing me reconnection fees which is unnecessary!! Now again I need to call DSTV and pay reconnection fees!!!