Poor Service for a loyal customer

I have been a customer of DSTV multi-choice for many years. I have a debit order in place with them, which means that they take off their monthly payment from account on the agreed date.

In July (last month) I installed an additional decoder which meant that my monthly premium would increase, which I was fine with. I thought that being an existing customer with DSTV they would automatically debit the additional pro rata amount that was due for the services associated with my additional new decoder. Instead they disconnected my services on the 09 August 2018. After 3 calls to their contact centre, I was asked to make a payment into their account and forward (email) proof of payment in a pdf format to them in order for them to reconnect my services, which I gladly did. The services were reconnected.

So my question to DSTV multi-choice is: why cause this kind of inconvenience to an existing loyal customer, rather just debiting my account. Poor customer service.