VERY BAD SERVICE

I am really a very unhappy client I made a payment on the 20th of September 2019, Multichoice decided to disconnect my service and to charge me a penalty fee .They refuse to reinstate my connection because i need to pay the penalty first .please explain me how do you guys disconnect my service when I processed your payment (CUSTOMER NUMBER ***4).....I have been on emails and contacted *** I was told that the managers are not available and no one can assist me unless I process the penalty fees .