Monthly payment- Bad Service

Bad service i ever had, since 2010 using Dstv never had problem until my compact box damaged,last years decided to but access and reduce my premium and i explained to customer service lady that she must cancel the old compact is no long working since 2021 ,i open the new one which is Access. My first payment was in 24th Dec paid R275 now on the 18 of January my service was switched off because i have to pay my compact that was used in 2021 .How will that be possible cause i cancel my old decode to get the new ones. The person assisted me Andisiwe Myeni and her Supervisor.