Unfair treatment of M Net customer

We are on the M net Go package and have been subscribers for more than 25 years . I called in to the call centre to confirm if we can have the PVR function on the MNet Go package - the lady said yes no problem just add the decoder - I went and purchased the Explora decoder but now when I phoned in to activate it the say we cant have the PVR function on the M Net go package ! - we are paying almost R500 per month in subscription fees , customer for more than 25 years but Multichoice refuse to allow us to have the PVR service - they say we have to upgrade to the Premium package to have the PVR functions . This is appalling treatment of your loyal customers !