Why should i get punished in my pocket for their mistakes

Good day I paid my dstv on the 01/02/2018 then 6days later my tv gets suspended , I then called in they asked me to send the proof of payment that one was never been an issue. Here is the issue 1. every time I get charged for my calls , why ? that's unfair business practice 2. I use to pay them via debt order and you were not debiting my account on the date we agreed upon, one of their call centre agent advise me to use pay pal and every time when I pay it clears at the same time . why my children are suffering the consequences of which I have paid? 3. I asked one of the call centre agent 'why I get charged for calls of which you are the service provider and the problem that I am calling concerning it is not my problem' he said we doing business , we need to charge you .. to me it did not make sense if the person that has been can say that I wonder how you guys work?