Wrongfully switched off

As my little girl of two was watching her tv shows our dstv was switched off with an error code E16-4 no payment. I paid my dstv so I phone them and I'm told that I reversed the payment and I told the lady I did nothing of that sort. So after sending my statements and proof of payments my account is still switched off, when I phone I'm told that I need to pay my account. I did not reverse the payment it shows on my bank statements. I eft my dstv funds each month. I feel like DSTV is *****ing from me, I asked them to look back into this matter and they just tell mam you must pay. This is really unacceptable I will take this to carte blanche if this is not sorted emmediately.