Chat Agents lying

I’m so upset right now. I moved to my new address and still had a passed due balance. But I was still able to set up service. My service cut off after less than a week. I messaged chat to set up a payment plan. They told me they were going to turn my service back on. I keep going back and forth and asking chat again and they’re saying it’s going to get cut back on. Next thing I know I check a few hours after, my service is disconnected and I no longer have the option for the payment plan. Now I have to pay the full balance. Why did they keep telling me they were going to help me just to mess me up worse??