Poor account problem resolution

I made a direct payment of my subscription a few days before the Multichoice debited my account. The debit still went through and was unpaid. I did not know that direct payments cancel the debit order if done more than 7 days before the debit. My account should be settled but is now reflecting an outstanding balance of close to R300. The agent said it's Netflix that was billed before the returned debit. Still doesn't make sense. She was insistent that I must pay the outstanding amount regardless of the fact that I paid the subscription before hand and unwilling to sort out my account. I asked for a manager and was told a team lead would call me back. A full workday later I'm still waiting and I remain disconnected. How does UT make sense to bill me that much extra when the account was in fact paid before the debit order