Suspended service despite payment

My debit order date for my price lock subscription is the 15th of every month. On Monday the 17th of February I received notification that the debit order bounced. I didn’t know why, but on my banking statement the transaction appears as a reversal. I immediately logged into myDstv app, checked how much I owe, and it was the normal R799. I chose the ‘Pay’ option and completed the transaction via my FNB account. Today (20-02-2025) my services were suspended. When I called, I was first told my payment doesn’t appear. When I called the second time I was told the payment is there, however, I have another Premium subscription. I don’t know anything about this additional subscription and all I did on myDstv app was pay for my Compact Plus subscription, but I’m told I activated a premium subscription that I’ve never had in my life.