Worse serve ever after being a loyal customer for 10 years

I have just been disconnected from dstv, after being contacted by them to upgrade my current package. I also have a debit order that has been going off my bank for more than 10 years without ever rejecting. I have now been told by a consultant on *** that I have to pay for 2 package an amount of R 2500 to get my connection back!! Does this really make sense how can you contact me to upgrade and than double charge me. PLEASE CANCEL YOUR PAKAGES AND CORRECT MY ACCOUNT IMMEDIATELY