Soliciting more for a service

Dstv is terrible, I received text saying that I need to pay R299 for this month before the 2nd and I did that and today I find my chanells locked and after speaking to a consultant on whatsapp they've been unlocked and I'm told to pay a reconnection fee for their mistake. The agent said that they would call me to explain and it has been 30min that I've been waiting for the call.