Multichoice
Failed to run debit order

I became a DSTV subscriber in October. I filled in the debit order option as this is supposedly Multichoice's preferred method of payment.
Multichoice failed to run the debit order for November and now my service has been suspended. I do not have a problem paying my subscription in cash, and that is what I did.
But now they want me to pay a reconnection fee??? I fail to see why I have to pay for their mistake! Why advertise and ask everybody to do the debit order option and then fail to run it??
I can only get the automated voice at the call center!!