Keep on cutting A paid acc

We eft every month instead of debit order and we send in a POP!! But now lately we get cut off for arrears. But we pay we have proof. Then last week the guy said oh the money goes to a different account and that’s why it’s doing that but he fixed it. 5 days later cut again!! But this time Mosa or motsa or whatever just said sorry it’s in arrears it’s always been end of story! Then I asked her to call me back cause this is nonsense and my airtime is finished. But sorry, no can do and dstv also don’t have anyone to call you back!! It was their mistake but tough if you don’t have airtime we can’t fix our mistake... no management to call back??? Really??? Pathetic