Disconnection fee

We have been paying DStv every month never been disconnected. After we paid end Nov we were not connected we sent an email asking why with no explanation we were connected. This Sunday again we were disconnected we wrote an email asking why . We were told to pay connection fee. What connection fee if you were never been disconnected ?? They also said we under paid still the question is how .?? We always pay according the balance that we get from the outlet. If there was any outstanding why we were not informed. As customer I pay what I owe. If there's any errors on their side they must rectified without intercepting my account. Kindly refund or rectify