********** and bad customer service

For the last 12 months I have been paying for a decoder that I have not been using, I have been streaming but still charged for the decoder, now on the 1st of Dec I pay R699 with my card on the Dstv app to date my account is still owing, payment not allocated, I have made more than 20 calls the Multichoice and to date no joy, call center is very useless, send the transaction details but still no help, every time I call, I am told to send the POP, how do you get the POP when you pay with a card online?