Bill and extension

I spoke with someone before my payment was due to request a few day extension. I was told I could have until the 13th of August. I was promised it was secure but the next morning my service was disconnected.  The person I spoke to restored my service and assured me I had until August 13 and also said he lowered my bill but I am sure it was a catch. Well this am my service was disconnected again and I spoke with two people over the phone this time who just said sorry and they ere able to see the transcripts of the previous employees turning on my service and promising me my extension yet they refused to honor it.  They tried to say that it was not a payment arrangement and it says clear as day in my emails and texts that it was an extension. I have never seen a company allow a customer to be lied to and not honor what an employee said.   I don’t know why this is okay to them after we pay a fortune for service that stays going out.  I needed my service for work and my son’s school.  Lazy and rude people.