*********** accounts staff at multichoice

This is the second time in a month that I have to complain about multichoice. I received an sms this morning to say that they have disconnected my dstv because I have not paid my account. I have a debit order that went through as usual this month. i telephoned them and was reconnected but received an sms afterwards to say that I must pay the reconnection fee. Are the accounts staff so *********** that they do not check before they send out letters like that?