DSTV REFUSE TO HELP ME

I have been with DSTV for 5 years and this month a debit order was suppose to go off my account but never did. I received an sms saying payment failed but when checking my account I could not see any debits going off. Now dstv disconnected me and advised me I need to pay in R900. When I check my self service app it says payment due 1st July. So why am I being disconnected now. I even took a screenshot of the app. I asked if they could give me a grace period and they said no. This is horrible customer service and I think that after being a loyal client for so long at least a few days grace could be given.