Smart card in newly installed Decoder registered to someone else

I had the Price lock installed 2 weeks ago just to find out the Smartcard is on Mr. Moodley's name. I told the technician and also called them to sort it out. When I called them today to follow up, they want me to go to a Multichoice office to sort it out. I feel this is a ***** as the package was opened in front of me by the technician and the smart card is already registered in someone else's name. The smart card is like an Id registered to one person only. How does this happen? I left my cell number for a manager to call me back and did not hear from them at all. I need this resolved without going to a Multichoice office, I do not need to prove I am the owner as I have the smartcard in my decoder.