Unacceptable bad service ***8

I changed from DSTV compact to access and immediately paid for it. I called and i was assured that everything is in order. This morning 02 Nov I only have access to the dish channel 100. I called the call centre and i was told from their end everything looks fine and i must stand before my decoder to take instructions on what to do, though i am at work. Now my self help DSTV account shows that i have a balance of R315. Really do i have to keep calling using my airtime for a service that i have already paid.