renewed dstv service gets disconnected twice.

Multi choice has disconnected my service twice in this month!!!!!. I have re-instated my dstv subscription after 3 years, and in a space of 3 weeks it has been disconnected twice. I have activated the service on the 5/09/15... the person who activated the service did not inform me that I had to make a cash payment, on the 21/09/15 the service was cut and a E16-4 code appeared.. I called Dstv pretoria branch, the guy who answered my call said that my service was cancelled because there was no payment made, I asked him when was my account tried to be debited because there was money in my account, he then informed me that I was suppose to be told that since I have joined after the 1st of September that I had to pay cash!!!.which was never told to me or my husband on the day we activated the service. After a 20min call which I was on hold for over 12 mins the guy connected my service and asked me to make payment, which I did on the 23rd(wed). On Sunday the 27th my service is cut again!!!! We called the call centre yet again...which was another 20 min call, and I was on hold for 15mins!!! I was told I owe more cos of the reconnection fee! Train ur staff instead of losing ur customers!!!