Wrong Billing

I have 2 DSTV connections but treated as one account. I was disconnected on the 1 subscription last month even though the payment was made. I was charged a reconnection fee. This month the same issue - but with the other subscription. So who decided that these will randomly get disconnected. Again I'm told i have to pay reconnection. I also pay the amount that is sms'd to me so why is there an outstanding amount each time i speak to an agent. The agent stated that i would be reimbursed. I asked her to get someone to contact me regarding this issue which still has not happened. How can 1 subscription disconnected when they are both paid at the same time as 1 account. Why am i being charged these additional costs? I want this resolved. Also when this happened in July - the agent reconnected immediately. This time i had to submit POP. Is there no standard in processes? No one contacted me as per their last review feedback.