Subscription not activated and email not rep**** to.

I have been on multichoice for 3 years as member of a business package in a retirement village. About 12 days ago my service was suddenly interrupted. On request of the reason for the discontinuation, it was said that I am not registered on the package for our centre any more, but that someone in another retirement centre is now registered on my decoder. We have been trying to correct this without success for more than a week and at the end I have been advised to buy another decoder. I did so, but nearly another week has now passed without my subscription being activated. I would like to know what has happened and why. A faulty system? A shortage of trained staff? Even *******ion? I need answers!