Paid but Dstv disconnected

Dstv disconnected twice this month although I paid the monthly subscription. When I call they say I owe money but when I ask them to explain where the balance is coming from I get different explanations every time. They say I reconnected my old decoder but the old decoder is showing as inactive. Today the lady said its a reconnection fee for my explora decoder, but it has never been disconnected. My dstv us currently disconnected but I paid my monthly subscription which is not fair at all!