Upset client bad service

After paying for 20 years. A standard debit order then. Boom. Our dstv channels have been disconnected. And when we called the dstv customer care they tell us that. We changed the package to a lower one. When we asked when then it was said. The 31 December 2021. At 11:00 pm. I don't understand how this could have been done especially that we were in a church service. Now it has been rectified but this is just not on. Dstv is going down