DStv nonsense

I have a DStv account and I got an SMS informing me that my service had been disconnected.When I phoned the call centre I was advised that my method of payment had been changed from debit order to cash,the consultant admired that there was no note or indication on the system of me having requested a change of method of payment.I was advised to make a cash payment and to pay the reconnection fee.my problem is why am I being charged for something that wasn't my fault?Can someone contact me urgently regarding this.