Need to set up a payment plan

I cannot seem to set up a payment plan. The assistant has been absolutely useless it just sends me into the same loop that says i have to pay my past due balance. I spoke with someone a few days ago and i thought i was given an extension and my understanding was i would have service. And i want to change my service. I am still being charged for a year now for voice service i have never used and after a month or so i went in to speak with someone and told them the voice service wasnt what i needed and instead i was charged for the in person visit (exchanged my modem while i was there) charged for new equipment and activation and still have a voice service i cant use. And no internet with 4 teenagers that need to do online school.