DStv bad services, and promises they never keep.. bad bad service

just few days ago, Friday the 19th Feb to be exact. i wrote a review complaining about bad service from DStv and the fact that my service was terminated and being charge extra fee. however the cause of all the mishap was due to their employee incompetence and bad service. on Saturday morning (20th), i received a call from a lady named Lerato, she apologized for the inconvenience and assured me that the service will be reconnected with immediate effect without any charges. and also my request to change the debit date, which i did on the 06th of January will be updated. She also confirmed that i will not have to pay any extra charges, my debit will go as per the request effective 25 Feb with no charges. this morning my service is terminated again, I received an sms stating i need to pay R628.24.

im now asking myself, was Lerato lying to me that i will not pay any charges as the mishap was their fault? or this confirms the issue of incompetence and non communication from the staff as to what is happening?