Very poor service

On the 5th of July 2019 my dstv was disconnected I tried to pay this twice in the last 3 days and was unsuccessful due to a system being offline dstv says I should have called them to notify them I now need to pay an extra 50 to have my dstv reconnected I feel that this is incredibly unfair as I had on two attempts tried to pay my account but was unsuccessful due to the shops system being offline I'm sure I am not the only person experiencing this and feel that dstv would have known that one of their payment portals was not working when speaking to a consultant she said the terms and conditions do not need to be explained to clients. I feel that this should at least be the one term and condition explain to clients and clients should be given the opportunity to voice the reason why they weren't able to pay I feel that my point is valid and would like a response from dstv.