Service cut offf

I have credit in my account but my service was still cut off and i usually get a message on my TV about my service going to be disconnected but this time i received nothing, when i went to your business partners to go pay on the 1st i was told the system was offline and yesterday i was swamp with work i couldn't go mind you i filled in the debit order form which apparently needs to be confirmed so i do not understand how is my services cut off where i have credit in my account and now i have to pay re-connection fee that's totally unfair.