Negligence from DSTV accounts

Good day

Please assist, My debit order for the month of Feb was never deucted from my bank account and now I have been notified on the 17th March 2020 that my account will be disconnected on the 18th March 2020. I have contacted the customer care line and they have advised me that unfortunately I have to pay it cash but I am a debit order client. I have advised the customer care that they must set up a double debit order on the next deduction since the fault from deducting my account was not my fault and the customer service that was assisting unfortunately advised that it won't be posssible