Service disconnected 2 days early

I received this email on 1/7/24 :

If you do not contact us or make a payment by 01/17/2024, then your Internet service will be changed to the Xfinity Assistance Plan (XAP), which has speeds of 100/10 Mbps for $29.95 per month, for the duration of ACP. Additionally, your other services, such as Xfinity TV or Voice, will be suspended. While on XAP you may be restricted from upgrading or adding other services until your past due balance is paid.

We understand that times are difficult, and we do not want you to lose access to your current level of service. If you need more time to pay your past due balance, please contact us at 1-800-xfinity to discuss. We would like to work with you to find a payment solution that works for you.

I never contacted them because I get paid on 1/17 and was going to make a payment on that date.  This morning we woke up and our service had already been disconnected.  I've spent hours chatting and no one is able to make a resolution.  I had one agent promise me that services would be restored withing 1 hour and another agent told me for $12 on my next bill, he can restore service today.  Why would the email say 1/17 and disconnect 2 days earlier than that?