service disconnected

paid my subscription on the 22/07 and upgraded to a new package, upgrade was successful and was give the figure i need to pay on the next billing date. on the 05/08 they disconnect my viewing when i speak them they say i need to pay within 24hrs if i upgrade, the app did not state it hence it proceeded with the upgrade. it is not my fault they did not feed the new requirement on the app now they refuse to connect me saying i need to pay fee first