Bad service

My dstv was disconnected on Monday 17 January 2022. I then called the call centre and the call agent told me that I owe R449.90. When I asked how because the payment for January was debited from my account on the 27th of December 2021. She said, I reversed a debit order of R399.00. To me this does not make sense. How is it possible to reverse a debit order for R399.00 when am paying R409.00 every month. I asked her to email me the statement she was seeing on her side and she said, she will which she never did. I went to my bank statement and checked & there is no reversal that was made on Monday 17 January 2022 or any other day. On Tuesday 18 January 2022, I called the call centre again, I told the call agent the same thing and he asked me to email him the bank statement to show that there was no reversal that was made. I did send him the statement and kept me on hold for 15 mins then he dropped the call. Am not happy with the service that dstv is offering at the moment.