Urgent

On the 6 October I paid R1040 to be upfront on the 22/23 October my courson paid R270 total was R1310 ,my premium for two decoders is R558 according to them but I have asked for price lock for both my family package which I was told is active to my supriced it was not active ,the consultant told me my balance is R631 because I payed upfront they charge me R121 for paying early plus my normal monthly payment, which I find it strange and confusing up to this day multichoice never contacted me because I have ask for my case to be escalated to the relevant department,can this issue be resolved asap