Poor service

On the 22 May 2024 I paid DStv subscription then today when I switch on my TV it says that my package has been disconnected because I didn't pay when I call the customer care the lady called Ngundo told me my subscription was disconnected because my package has increased what I don't understand is that why DStv did not inform me that my package has increase my understanding was that when your package increase you get an sms or email to inform you so that you can be aware that next month I will this amount I'm very disappointed with DStv always their services is very poor