DStV Disconnected my account

I have been on easyview with my two decoders, yesterday around 9:35 in the morning i uograded one of my decoders to compact. Because i have been paying uisng debit order i expected the anount to be debited, it was not and today this morning i was disconnected and am now charged a reconnection fee and the compact package payment. I was assisted by Paballo on live chat who said cannot be assisted without making a payment. Why am i supposed to pay the connection fee and in cash and not debited as they do normally for the past 7 years