I don't even know why i'm still paying the subscription

I have being paying a set amount to Multichoice for over a year and today i was told that i've been making short payments and now i have an outstanding balance. I've never been told that i needed to increase my amount and now that the amount has accumulated my services have been disconnected. What upsets me the most is that both Nokwazi and Simamkele keep telling me about a system. Had i been told earlier i would've adjusted accordingly but the fact that it was delayed and now i'm expected to pay the accumulated amount is unreasonable.