Worst Service Ever

This is now the second time I am raising this concern... As the Executor of my fathers Estate, I completed a Change of Ownership form to transfer the DSTV to my mother's name. I noticed that the Debit Order did not go off on 01 October 2015. I e-mailed Multichoice on 06 October 2015 at 09:59 to enquire if I should pay the account via EFT or alternatively, will the Debit Order be deducted twice on 01 November 2015. I received a reply from Daniel Tshilombo on 06 October 2015 at 13:31 that was completely wrong - it did not even relate to the correct customer number. I requested the information again on 06 October 2015 at 14:48 and again on 15 October 2015 at 13:40 - NO REPLY. On 16 October 2015, Multichoice disconnected my mother's DSTV. I phoned Multichoice and after speaking to a very rude and arrogant Call Centre Consultant, my mother's DSTV was reconnected. BUT, to my surprise, Multichoice charged us R50 reconnection fee. This is totally unacceptable. Why do we have to pay for something that was clearly not our fault??? Rupert responded to my previous Hello Peter complaint, with, once again, the incorrect information. Please let me know why are we paying for your bad service...