Unnecessary Reconnection Fee

I contacted DSTV and requested for a due date to be changed, it was confirmed on writing that it has been changed, however to my surprise this morning i discovered that the services were cut. I contacted them for clarity and was only told that it was an agent's mistake(Octavia) for not communicating clearly with me and there is nothing they can do about it. Mind you there is a fee for reconnection.

So i have incurred reconnection fee for someone's incompetency and the response i get is there is nothing they can do!!!(Nangamso)

I am not sure what to call this... I am basically being ****** daylight.