Not being debited on time, being charged reconnection fee

I've been paying dstv manually with my banking app as this worked for me. On 7 August I received a call from multichoice to activate a debit order which was then activated for the 2nd of every month and 2 September being the first debit to run. On the 2nd of September my service was stopped and I had to pay a R50 in addition to my premium to reconnect. I had did that with that app and it was reconnected. Today is the 2nd of October and the debit was meant to run but instead my service was cut. This is not on! I am not willing to pay this reconnection fee, further to that I cannot get a person on the phone from multichoice, everything is automated??