Bullying and disconnection of my services

Good morning My smart card number is ********** 972 and try to keep my account up to date monthly to stay connected. On my August statement I noted on the 08 July I made my monthly payment R365.00 as usual , and on the same statement they billed me for R211.94 for another smart card number ********** 001 that I have never seen before,on the same statement - on the 20th July I paid R365 monthly fee but that was for August meaning I was paying in advance - and that is where problems started.

This came to my attention when I received an sms to pay (R211.94) on the 07/08. I went to Maponya mall dstv service provider on the 12/08 and spoke to Mduduzi who was a new staff and was not that much informed and escalated my issue to Tswarello who seemed informed about most things. He promised to sent a journal to cancel the amount that was incorrectly billed and the smart cad number to be removed and told me this was a system error. I was relieved.

The matter was not resolved. In September I spoke to Tswarello he said he has been working on my account, it seemed at the head office they are rejecting his journals and he must log them on another system which shows server error message when he logs on it, and still matter not resolved. Yesterday on the 11/10 I was called by Tswarello telling me it was my fault because according to the investigation I normally pay my account late on the 20th after the services are disconnected which is why my account is on a debit referring on the statement billed in august where I made a double on the 08/07 and 20/08 paying a month in advance. He told me need to leave my work and to to the service center for further assistance.

To my surprise the following day on the 12/11 my services were disconnected.

I really need assistance because I really feel bul**** because Im not working on their system to pay the amount I am not liable for and to be taught a lesson by disconnecting my services. Interest is being charged on my account and Im afraid I will be owing a lot of money for something I do not know. I was inconvenienced because my daughter could not watch cartoons as usual in the morning before going to school and she was so dissapointed. I want this amount written off and a formal apology from the manager at Maponya mall and the staff there to attend training to offer best customer service and how to escalate complex quires and to work on them up until they are resolved.

I really need your assistance up until my query is resolved.