DSTV pathetic service for loyal customers

I'm truly shocked at the misalignment between DSTV Portal App & Callcentre Agents. I reviewed end of October what was due and R820 was the amount (even have a screenshot). Then paid R1000 by beginning of November my service was disconnected. Absolutely appalling! Spoke to x2 agents Today to resolve issue and was informed about arrears, I have been a loyal DSTV subscriber and this is the service I get. Why wasn't arrears included on the amount on app. How can I be charged for arrears I never made use of. Disgusting!