DSTV complicating an easy process.

I have always had DSTV though changed packages up and down over the years. A month ago I upgraded one package up. We get an email today saying I am disconnected. After much time and bother my son gets to find out that I am in arrears R189. I phoned DSTV and after much time again, she says she can debit my account with that amount which she did-all good except the decoder still didn't work and again after 2 long phone calls to DSTV she says I owe R49 for PVR, but its too late to do it today-was 3.15. She said she will do it tomorrow. I find now that I cannot even use the pause button! I have never had this problem before-they always adjust the discrepancy to another package, in the following debit order. Why do they complicate things so?? I have had DSTV for as long as I can remember. Where are their heads?