Very unhappy Client

I have signed a price lock agreement with DSTV. I have always made my payments on time etc and always been a loyal customer.

I am 2 months behind, since me being on maternity leave. When I noticed my debit orders hasn't been going off, I contacted the call centre on the 2 November 2018 (cannot remember the ladies name, the call wasn't logged) she informed me that my services wont be disconnected. And now my services has been suspended.

I phoned today 12 November 2018, I spoke to a lady which advised me that she cannot reconnect my service due to me being 2 months behind. I phoned back a few minutes later I spoke to a gentlemen by the name of Thabiso (finally I got a name, YIPPEE), he advised me that he will reconnect my services, it will take about 30 minutes, 2 hours later and nothing still, I phoned back spoke to a lady Shadi, she advised she cannot assist. I told her I just spoke to Thabiso regarding this matter.

I have always been a loyal client and always paid my services.

Why cant they assist??