SHOCKING SERVICE DSTV

I cannot access dstv as it says account blocked due to amount owing. I have a debit order for years and checked with my bank and got confirmation that payment went through. I called dstv and the person i spoke to said they have a problem with debit orders this month and i should email proof of payment. Why did they block accounts if there's a problem on there side? Would it not be better to leave it on until they rectify the situation on their side instead of inconveniencing their customers by asking for POP. DSTV does not have a good reputation an losing customers because of issues like this. They must get their act together.