Customer loyalty a two way street

We have since 1995 , -24 years had DSTV premium package, ALL WAYS PAID subscription on time in full.... On 23September whilst on-route from Cape Town we had a ********** car accident which placed us in hospital for 13 days (cell in crunched car) - my son phoned multichoice on 3rd Oct to make payment arrangement in OUR place , explaining what happened and they said we would not be cut off or charged a reconnection if he paid that day, which he did..... we received the latest account now with a “ reconnection charge/ when we phoned to enquirer- explain and suggest that surely after 23 years on time payment they could consider rescinding a 2 day late payment...we were told in no uncertain terms, they don’t care. Well on advise we are looking at this new Nexflix and other options to show that loyalty does carry “is a two way street