Reconnection fee

I pay my Dstv via debit order and I never had any problems, so last month my debit order didn't go through, I called Dstv to notify so that they can debit again, the lady that I spoke with she told me that there was a problem from their side and she will call me after 1, cause she needs to speak to her supervisor regarding next debit date, but I didn't receive any callback, today my Dstv was disconnected I called to find out why is it deactivated whereas I called them and they were supposed to debit again, now I had to pay a reconnection fee for something that is a problem from their side not mine.