DSTV Switch Off

We have DSTV at home and at a holiday home, the latter is switched on only when the home is occupied and so we pay for the days used and this automatically gets charged to our debit order account. During August we set up the use of the holiday home DSTV and after 2 days they cut us off and was told that we were in arrears of R29 for some reason they would not charge it to my debit order and that I had to pay which meant 24 hrs before they would switch it on again. I tried 3 times with the call centre with no luck although one said it will come on after 1 hour. ( She **** just to get me off the phone) I eventually went to the DSTV shop and they sorted it out in 5 mins and added the R29 to the debit order. Why is multichoice so arrogant you cannot speak to any manager to resolve a problem that the call centre operator is not authorized to do. Please can someone in authority contact me so that this issue never happens again.