Payment made on time but service suspended.

My service has been suspended and I paid on time. I paid via EFT and sent proof of payment. Transaction was successful and money was deducted from my account. Yesterday I spoke to an agent who could not help me. I refuse to pay a reconnection fee as this is not my error but sheer incompetence of the part of DSTV. I will be cancelling my subscription for this useless service so please refund my payment.