Account blocked suspected *****?????

I recently signed up and paid for a Dstv now streaming package which worked for two days and suddenly stopped working. I contacted the call centre and was sent around in circles with chat bots on WhatsApp. I have not enjoyed the service I paid for two weeks now. Tonight I called the contact centre and was informed that my account is up for ***** that it has been blocked. I find this ridiculous no one had even made contact with me? What am I accused of? It was a simple R99 transaction for which I gave all my details truthfully and according to DSTV I have committed *****? Kindly have the courtesy to contact me and explain your predicament?