Bad service at multichoice dstv

I am highly dissapointed at the service i recieved.on Thursday i spoke to two of their agents which both advised me on the balance on my mother's subscription and i paid and we were reconnected.today i wake up and we were disconnected, i then picked up a phone and called Multichoice to find out what the problem might be and to my surprise boom we have an outstanding balance. Between Thursday and today what changed? Why was i not told about this balance im being told about today? Why ddnt the first two agents see it?i mean they went as far as reconnecting? This is the reason why we stopped using dstv Multichoice last year!i thought it that this is the new year and the service would have improved. Multichoice im angry and furious this is not professional at all.