Unfair Disconnection of services due to dstv upgrade their systems.

On August 2019 I went to Dstv to make a payment on my normal due date .The assistant told me they were off line cause they upgrade their services ,and I couldnt also pay at PEP or Shoprite cause their whole system were off. After i went tu them on three times i pay on the 26th and downgrade to a other package .Now my Services is Disconnected cause the assistant just read my payment for my new package .Resulted on a balance for downgrade .I am suppose to pay now for them being off line ,,cause i watch channels FREE while they were offline .If they were not offline I should only downgrade and pay as normal.They Charge me now and Disconnect my Tv for the fact that they were offline. A reconnecting fee is also charge in the balance .This is really Unfair and frustrated.Is this the way they treat their customers . ???