service complain: multi choice failing long term customers

My wife and I have an Explora which was an upgrade. Last month we got a shocking statement. The subscription was doubled, by which we have no knowledge of the transaction as why? When she further inquires with multi-choice customer services,she has been sent from pillar to post. The consultants fails to explain, all they are alleging is that " we have two decoders in one account in one house. which is highly impossible to own two. They since switched off our decoder, and no further service. At first I thought it was just an error , calming her down that they will attend to it. It has been days now without viewing. Their billing sudden is inflated to over R400,00 on a normal bouquet of R115, 00 and there is just no interest for the consultants to resolve the problem. Is Multi-choice starting to loose their game on customer service? Is it still worth to use their long trusted service? or to recruit clients on their behalf?Please advise, Our experience is really bad.