Wrong billing and ghost decoder

I pay compact package for me granny and today I see that I am being charged for premium subscriber this month for a supposed Jan 2022 subscription. First I was told that it’s an error and it’s been sorted out once I realised it was not, I called again and after holding for a while, I was told to send Jan 2022 bank statements, with no explanation until I insisted. Someone asks for my private information then gets annoyed when I ask why, this is bullying. She then tells me that they have to "see something" becuse money was reversed and it turns out there are also 2 decoders linked to my account. I am extremely dissatisfied with the service that I received and made to be on the phone for 31min, only be be given an answer from an impatient agent who offered to call me back(after her lunch at 16:30), but based on the attitude I received, I am not surprised that she did not call back. My grandmothers service will be cut off tomorrow, not because I did not pay, but because someone decided to add money to my bill that I do not owe, this is ******ion and I still do not know why this is happening, THREE YEARS LATER. I hope that someone will sort this out timorously before the service gets cut and I am expected to pay penalties. DSTV would never allow my service while my account has an outstanding balance, especially for 3 years.