Dstv payments not deducted for one and a half year

I Mrs R.Govender have taken a new product with Dstv the explora 2. My agreement with them was to be debited monthly on the 1st of every month. I have taken this new contract on 19 June 2017 and around the 27 june 2017 have contacted Dstv customer service to verify banking details and everything was correct and I was also informed that a pro rata fee will be charged for this month which I had agreed to. My services continued normal until this year August 2018 with no issues. Then my services had an error so I decided to call customer service on the 31 August 2018 just to be informed that my services was suspended due to non payment, I was totally surprised and asked why when I have a debit order going out on a monthly basis. Then the consultant says to me in order to reconnect I need to make payments. I said its strange because non of debits were unpaid. So I asked her amount with reconnecting fee total and then I was given the shock of my life with a totally owing of R12 677.00. I asked her if she gave me right total she says yes so I asked why so much. Then she informed me that my debits came out unpaid from July 2017 therefore. I said its very strange because normally my services would have been disconnected after not paying a month so how can my services be continued right until this year August 2018 with no payments n also was not informed about it. The consultant says they are not sure. So asked the way forward and was informed to make a payment of R 2500 per month and then only will my services be reinstated. I said have no ways can I afford that total monthly and it was not my fault for amount accumulating so much and Dstv needs to sort out with immediate effect.I have also been to my bank to check from last year in any payments for Dstv came back unpaid and there was none, Dstv didnt even try taking out monies. I was informed that a request will be made for accounts department to contact me on monday the 3 September 2018 but unfortunately till date no one has contacted me. I sitting without services from then. Very disappointed with services.