DSTV MULTICHOICE INCOMPTENCE AND *******!!

My father made a payment last year July and dstv had not been able to allocate the payment ever since. Recently, they've been switching off our channels because of this. I've been sending the proof of payment since then, and speaking to various agents on their various platforms, but no assistance. Instead his being told to pay R513 for reconnection, yet he paid last year already. His a pensioner and there's no way he can afford to pay for the incompetence and carelessness of multichoice. Is it fair that he should be billed for incompetence?