Non-allocation of my DSTV account

on the 15 October 2019 I paid my DSTV account online, to my surprise on the 18 October 2019 my DSTV account was di-activated. When I visit Multichoice center in Pretoria North was was told that my payment cannot be traced or is not allocated yet and for me to be deactivated i have to make another payment and re connection fee to open my account. Where is fairness and Justice in this matter?