Horrible service. Exploiting Pensioners

I am sending this email on behalf of my grandfather, A PENSIONER! Dstv has been rendering a horrible service for him, this is the 5th time this year I’ve had to call and fix issues from you guys. I called on Monday to verify information I had received on the WhatsApp platform and it was confirmed by your agent that he only needed to pay on the 4th of June 2025. Today the 8th of May 2025 his package has been disconnected with any communication! I called again and I was told that the debit order bounced which is mind boggling because we physically went to your store in Springs, Johannesburg last month April and we were told that there is no active debit order and we needed to pay cash. Now he needs to pay a reconnection fee because of your incompetence?!