Staggering R 16441.41 DSTV account ,, really ??

I have been a loyal customer of Dstv for more than 15 years with no issues but all that changed last month. In the first week of October they disconnected my service stating that my account is in arrears with a whopping amount of R 16,441.41. Really DSTV , this is a little bit far fetch! I spoke to Gugulethu at the call centre , I sent 3 emails to Gugulethu to try to sort out my account , but still to no avail, she hasn`t even reply to my emails. I have also sent proof of payment when the last debit order went off So please DSTV can someome please sort this mess out.