Unhappy with Multichoice

Decoder delivered in January, no installation no installation until today, but I am owing!!! After contacting an agent on WhatsApp I was told to pay to be reconnected...from what because I have never been connected. My decoder is in my cupboard, I even took and showed the picture to an Agent I was speaking to. Are you this kind of supplying Multichoice? Or it was just your uninformed agent.