Payment arrangement

I set up a payment arrangement for 8/24 and have proof of the arrangement with a screenshot yet my service was disconnected today 8/23. I chatted with a supervisor who said that there is nothing they can do and told me to be more responsible and pay my bill on time then disconnected from the chat. I keep trying to chat with an agent again and keep getting a message that says to come back at 4am tomorrow. I would like my services to be reconnected until the date of the payment arrangement, it seems odd to me that you would allow a payment arrangement to avoid disconnection then disconnect anyways. That seems like bad business practice to not keep your word.