Poor Service

My debit didn't go through on 25/09/2015 as per arrangement with DSTV. I contacted their Call Centre at 09:55 from my mobile, hold on for about 5 minutes. I finally got through to Eugene and asked him 2 questions 1. Why my debit order didn't go through 2. Who is going to pay the phone bill since it's not my fault the debit order was not presented? Non of the questions were answered but most importantly especially with the 2nd question, I was given an attitude by the agent. I asked to speak to his manager but he put me on hold and transferred me to the Decoder Insurance section, simply to avoid me and I further held on for 5 minutes until I hung up. No one bothered to call me back and I tried to call back again but their lines were extremely busy. Who will pay the phone bill and why was my debit order not presented? I had to call them last month because I was overcharged. I can't afford to pay DSTV and my phone bill, a cost which they create because of their incompetence. I want to be refunded for my calls.