DSTV account ***3

I struggled to have my DSTV debit order re-instated last year and I've been paying my subscriptions manually. Last month, someone decided to present a debit order without even making arrangements with me and as such, I returned it and made a manual payment as usual. Yesterday, my services were suspended after I made a payment on 25/04/2016. I called *** and the consultant advised me to sent proof of payment, which I did. The auto reply informed me that they'll respond within 24 hours but I need my services reconnected without a reconnection fee. I just contacted the DStv and I', told their systems are offline and I have to call back later. I'm calling from my mobile and it costs me. Why can't they call me back? My customer number is ***3.