Continuous disconnection of service

My 84 year old grandmother, who pays her DSTV account religiously EVERY month BEFORE the due date's account is disconnected continuously.<br> I have to call the call centre (and be liable for my telephone bill because of their BAD SERVICE) and each time the operator I speak to promises to sort out the issue for her but 2/3 days later the account is disconnected AGAIN...as per the call centre operator's requests I have emailed the proofs of payment more than 10 times already...on one occasion I was told that it was disconnected due to outstanding reconnection fee...how on earth can my grandmother be held accountable for connection fee if the disconnection was not even her fault....