MultiChoice Africa / DSTV review: No result

I have been a paying DSTV customer for about 30 years. There has been a debit order that goes off monthly. I have had a decoder at my Holiday Home for approximately 15 years. This decoder gets switched on from time to time for a certain period which usually gets added to the current account and paid via the debit order. I called the service centre and requested the agent to switch on the decoder at the Holiday Home for 7 days. The decoder did not "activate" and I then called the service centre. They tried clearing the error- i was on the line for 40 minutes on Saturday 6 September 2025. The line went dead and the agent called me back. We were on the line for about 17 minutes but the decoder did not come on. I was advised to be patient untill the error cleared. On Monday 8 September I went to my local Service Agent for assistance. I was informed that the problem was an oustanding amount on my account ( E16 error code appeared) . I found this strange as a debit order was in place. I was informed that it is the amount of +-R 300 for the week at the Holiday Home. I (immediately) paid this amount (in store) and they ( the Bloemfontein agent and service center) tried clearing the error but to no avail. I was informed that the error will clear. The error never cleared and therefor my son could not watch any TV. Today I went back to the local agent to inform them of this. The Agent called Multichoice/DSTV and informed them of the situation and requested a refund on my behalf. This was denied and I was informed to the T's and C's (I suppose it states that no refunds in these circumstances. It was also said that I should have taken the decoder to the nearest dealer/Agent. This was never mentioned until today.