Account Balance zero but service suspended

Good day, I received a notification that the debit order for Feb will be collected on 2 March. The debit order was not processed due to an error at DSTV. I have performed due diligence in attempting to make a manual payment. I have reached out across various platforms, Facebook messenger, WhatsApp self-service as well as the call center. My account balance could not be retrieved and my services were suspended on 13 Mar. The call center agents informed me that this issue is across numerous clients due to price lock and the issue was escalated.

Please refer to the attached screenshots as well as the call reference numbers: ***i85 and i90 On 13 March I made a payment to DSTV for the amount of R453 as per the amount received from the self-service app.

On 17 Mar, I received an SMS stating that my services will be suspended again. At first the agent told me to ignore the SMS and then said I need to pay a reconnection fee. It is not lawful that I should be held responsible for any reconnection fee as 1) It is not within my control that the DSTV account collections had an error. 2) I have performed due diligence in contacting DSTV to make a payment. 3) I have made a payment of R453 as per quotation received.

Technically, my account should be credited for services ********ly suspended. As of this morning, my account is suspended again. As I have attempted numerous platforms to get to the bottom of the issue, I am at my wits end trying to resolve this issue. If my account is not reactivated by EOB today, I will be cancelling my service due to breach of contract from DSTV.

I would appreciate your assistance and support in correcting the issue asap.

Regards, Nadia