How to get rid of a loyal cutomer.

Been a subsrciber for very many years. I pay annually and usually get an email, sms and on screen message when the time comes to pay. This year, nothing, nada, niks, ***kol! No invoice no reminder just nothing BUT you deem it fit the summarily disconnect our signal on a Saturday morning, without any warning at all. I then enquire via social media and all I get is some disinterested \The money still does not reflect on our side"message. ***? Did you even read my complaint? No money will reflect as none has been paid as I did not get an invoice so I have no idea how much to pay. Yet we are being punished by having to sit the entire weekend without a signal. So"