Bad Service from Multichoice and re representative

M name is Nondumiso Dyonase ref number ***0. I woke up with my services suspended this morning with an sms that says the payment was not received. I went to check my debit order details and the payment did not bounce. I call the call center and got through to someone that confirmed that the payment was received. then put me on hold for the longest time then came back to tell me about the debit that failed in October and that I incured charges. What I know is that if you dont pay, you do not watch. when you pay with a the charge you get reconnected and I did that. where is this coming from now. The agent had no clue what he was talking about. I asked for a manager an he puts me on hold for like 10 min only to come back to me to say the manager is not there and I must send him 3 months bank statement. statement for what?