DSTV Multichoice adhoc debit order process failure

On 25 July 2018 I upgraded my DSTV bouquet and asked for an adhoc debit order to be processed to cover the shortfall on the monthly subscription. The adhoc debit order WAS NOT processed. On 9 August 2018 my services were disconnected so I called the call centre to find out what the problem was. It was established that the adhoc debit order was not processed so the agent reconnected my services, reversed the reconnection fee and confirmed that she would process the adhoc debit order. Again this DID NOT happen and on 13 August 2018, my services were disconnected again. I checked my bank account and confirmed that the debit was not processed as agreed. I called the call centre on 14 August and asked for a supervisor. Malakhiwe Vamva assisted me and I ended up having to pay via EFT to have my services reconnected. Yesterday I sent Malakhiwe an email when I saw that I was charged a reconnection fee, asking for it to be reversed. No acknowledgment or response in 24 hours so I called the call centre and spoke to Goodwill who said that he would investigate and escalate and what not...still no resolution and I have to run around and make calls to follow up.

As a customer, the breakdown caused an inconvenience on two occasions because DSTV Multichoice failed to deliver on your promise. What annoys me further is the fact that I am being billed for a reconnection fee when it is not my fault that the services were disconnected. I requested that the adhoc debit order process be reported for investigation as there may be a flaw in the process that caused this to happen so I hope that this will be done to prevent a reoccurrence.

Please reverse the reconnection fee and provide me with feedback as to why my requested adhoc debit order was not processed on both occasions.