Dstv bad service

My package has been disconnected twice this week after i made my monthly payment. I called to today and spoke to Lwandle Nhase he made me hold on the line until the call was dropped, i called back again and spoke to Sandra she made me hold again for 15mins just to tell me my account was in arrears and i needed to pay another r207 to reconnect. How is that possible because when i called the first time it was disconnected dstv was able to assist me and reconnect my package. They wasted my airtime and time. If i wanted to pay almost r500 monthly on my package i wouldn't have down graded. This was very weak service and now i paid for something i can't view. What happend to the money i paid and why can't i get it back.