Installment plan initiated but ignored twice

On March 17th I initiated an installment plan through the Xfinity chat and paid the $50 minimum that was required at that time to start a 12 month plan. I believe it said there was a one to three day waiting period. On the 20th I noticed that the plan was not initiated and I again reached out to the chat bot to see what was going on. Once again there was no solution so I attempted to start the installment plan and paid another $50 as requested. Chat bot was very limited and my only option was to restart the installment plan. At that time my service was running. Assuming that I must have done it wrong the first time I took a screenshot of the confirmation from March 20th showing what my monthly payments were going to be added to my regular bill. On March 30th I learned my account had been suspended and the installation plan was non-existent for the second time. When I reached out to customer service and spoke to a live operator I was passed around to three different people. Every operator did not attempt to see what happened to my installment plan and proceeded to ask me if I wanted to pay the balance. I have $100 put towards the installment plan at this point. I need someone to first of all report that the chat is not functioning as promised and to start my plan without further money coming out of my pocket. I can provide the screenshot if requested if you tell me where it can be sent. Thank you