I paid my Dstv but still not activated

On my behalf of my fiance who had an debit order arranged for paying, apparently they did not deduct and our Dstv was disconnected. When he went to complain at the multichoice office they told him that he must just pay and it will be reconnected since it is their fault that the debit didn't go through. When we got home it's disconnected. We don't know what else to do now cause it should have been sorted out and it's inconvenience to us.