Unconvincing dstv

Once again I'm having a problem with dstv multichoice who don't want to allocate the money paid into the multichoice Namibia and this they said they will resolve this matter but now it's been a month now to cut the story short today I woke up to my dstv being blocked for what I don't know because u have paid my account so I called the randburg office spoke to Irene who tells me that dstv can't allocate the amount of 385 and she tells me u must go to the bank and ask for a reversal of an amount that has a month paid and to my surprise she said the is an email saying I was advised to reverse the amount which I never received nor seen so I want to know why did they drag their feet for so long n saying I must pay 522 for what I don't know