Very poor service to a loyal client for many years.

I've been having a problem for quite some time now and it seems like multichoice dstv is not willing to assist me, I am the account holder for years now, somehow a family member got a hold of my things to create a profile for streaming linked to my account and I believe he's not even the only one with access...I have made multiple reqests for this profile to be reset so that I can be the only one with access as I'm the one battling to stream now because of other people streaming, I'm not receiving any help from multichoice (dstv) I dont have access to the email that was used to create this streaming profile and therefore I cannot reset the password to deny access to the others, all I ask is for dstv to reset on their side, I cannot be the one suffering while I'm paying every month without fail.