This will go far

My decoder unfortunately broke and dstv suggested I get a new one, according to me everything was transferred to the current1. Everything was fine since last year until yesterday when I paid and it was still off and when I enquired I was told to pay R1400 on top of the R800 that i paid. Does the Ombudsman know that ppl pay for insurance of even unused or broken items which was communicated with them and was advised but not being told that I am liable for something that I do not own anymore. Then the consultants, are they even trained? Thembelihle to be precise. Clueless not even know what's happening even telling me she is not a child but cannot explain what is my subscription still off. I will make sure I take this to the media and the Ombuds for insurance. Pls they must reimburse my R800 and cancel my subscription for good!!