Useless!!!!!!!!!!!!!!

I've been a premium member for 30 years and today I received the worst ever service from Dstv(Multichoice) I went to pay my monthly installment of R1200, just to find out I must pay R3800. I paid my monthly installment as I did not acknowledge the other R2600. Upon calling Dstv customer service I didn't know that worse was yet to come. The agent refused to give her name after I asked her twice and transferred me to a cancelation agent named Nonkhululeko I was informed that I activated a 5-year-old decoder(long time at a s****yard) and that the accumulated outstanding amount emanates from there. I requested my R1200 back and the cancellation of Dstv but was instructed to pay first before cancellation. I never activated extra services, I never used extra services, why must i pay?