Upgraded to Premium with my authorization

I have also paid my 3 decoders on time. They have always been on compact. So Sunday I woke up to a message that I haven't paid my subscription. And I was told 1 of the decoder was on premium since the 30th August. I called the call centre spent around 15mimutes trying to resolve the issue. And I was told 1 of the decoder was on premium since the 30th August. Finally the lady was able to remove the premium and the reconnection fee. Today 11 Oct got a call from multichoice and was asked when I will settle the outstanding amount. I was shocked. I explained the same thing again the I didn't request the update. The lady then said she will call me back. I saw her missed call, no voice mail or email. I am worried. I have been paying my account on the for over 9 years. I don't deserve this.