DSTV pathetic call centre

I made a payment on the easy pay app on time which ive been doing for the past year. Suddenly DSTV cant allocate the payment and everyweek a team leader is escalating for reconnection. You need to explain one thing whenever you call why dont you guys have remarks and the worst part is that the balance keeps going up and each and every consultant is telling you different. So who must be liable for the balance? Me ? as DSTV is the one that has partnered with easypay why is it my problem