monies to paid twice in one month

I'm regular customer of dstv for 15 years done my payments successfully via debit order. My trouble started last week when my services was suspended. I phoned the call center I heard the automated voice say I have balance outstanding of 237.00 rand. Waited to speak to agent she checked the system to see my payment was successful reconnected my services again. Yesterday in the morning that message pops up my services are again suspended. Phone the call center again this time a guy he tells me I have not done a payment that's why my services suspended. He tells me my debit order comes back unpaid due to lack of funds I asSured him the payment went threw has I have sms confirmation my payment was successful.he says there's nothing he can do but connect my services and I must pay again in 699.00rand. So I said I must now pay1400 for one month. He stil said theress nothing he can do and that maybe its a system glitch we will never know. Why is there such poor and patheic service from a multimillion rand coporation who has no regards to there clients and there money.