debit order not going off due to their system

My bank account details were changed in september with my new details taking effect for the end of october. This morning my whole service was suspended and i noticed my debit order still hadn't gone off. I phoned the call centre and was told they can see my details have changed but they are still pending.... why is it my problem if your system is stuck on pending??? The lady reconnected my services and said i must do a manual payment for my subscription, which i did immediately. When i logged into my account now i see a reconnection fee, which i was told i would not be charged anything Also i have been charged a pro rata fee and when i phoned again to query this i was rudely told that yes indeed i have been charged and because i only paid my normal subscription fee, the other charges are still reflecting and as a result my account is outstanding. How can this be is it is DSTV's fault???? I have now paid my subscription!! and they still add on charges when its it their own fault because of their system!