Account in arrears when a payment was made on 7 November 2021

I have been paying my DSTV via EFT for the last 8 years. We relocated to a new house, and added 2 extra view decoders to my account. According to my October Statement I was paid to date. On November statement I am ahead with R 302, but my decoder was switched off. I got a message this morning from DSTV that they did not receive a payment of R 942. I have been on the phone with DSTV for 20 minutes now and the lady is ***********. I want to know why do I owe you money? I was never behind on my account. I need this rectified with immediate effect.