Account disconnected because our account is under investigation for their faulty system

This company disconnect my parents account because they gave us a “discount” in May and told nobody about it... now beginning of August we made a payment that they requested and our services were disconnected because of that discount in May... according to my understanding a discount is paying less money.., but apparently we are oweing dstv money and can’t activate our account cos it’s still under investigation... whose fault is it that their system was giving discounts that were not aware of... and why only now is this being attended to not in May... I need somebody to contact me cos I’m in the process of contacting an ombudsman for this problem. DSTV IS NONSENSE!