Told I was guaranteed services

With Covid positive and having to rearrange life I was set up a payment arrangement by a representative guaranteed services wouldn’t be interrupted and now they say there is nothing they can do to help two days after the guarantee. They have nothing in place for Covid just people telling you one thing and then disconnecting and saying it’s your fault. I have been a loyal customer, so sorry I got sick but they have been awful with all the promises just to make it me who should have done better! Making me rethink drying with a company who doesn’t care.