Conflicting Information From Support Causing Service Disruption

I am extremely frustrated with how this situation has been handled, especially considering that the issues I am dealing with are not the result of anything I did wrong.

First, I had a payment arrangement set up, but the details of that arrangement were never sent to my email as they were supposed to be. Every time a payment was due, I had to call in just to find out the date and the amount I needed to pay. I repeatedly told multiple agents how inconvenient this was, especially because I work and attend school full time. I specifically asked several times for the payment arrangement details to simply be emailed to me so I could keep track of it myself. Despite those requests, the information was never sent, and the agents I spoke with even said they did not understand why it could not be emailed to me.

Because of this lack of communication, I ended up missing one of the payment dates. When I called today, the agents informed me that the payment arrangement had been cancelled as a result. This situation could have easily been avoided if the information had been sent to me as requested.

Second, at the beginning of this month I spoke with an agent and specifically asked for an extension on my phone bill. I was told that an extension had been granted and that my phone service would remain active until the 26th of this month. However, my phone service was shut off yesterday, which directly contradicts what I was told.

When I called today to explain both the payment arrangement issue and the extension that I was previously given, the agent apologized for the inconvenience but then told me that the only way to restore my service or get another extension would be to pay over $400 immediately. I explained that if I were able to pay that large amount upfront, I would not have needed a payment arrangement in the first place. I also asked for the payment arrangement dates and amounts since I never received them, and was told that the arrangement had already been cancelled and there was nothing they could do unless I paid the balance.

This entire situation feels extremely unfair and incredibly frustrating. I have done my best to communicate, ask questions, and follow the process, yet I keep being placed in a worse position because of misinformation and a lack of follow-through from the company’s side. What makes it even more confusing is that after this call, I contacted the support team through the app and was told that my phone could be reactivated within 1–2 hours and that I would receive an email shortly. This completely contradicts what I was just told on the phone.

At this point, I feel like I am constantly being given different answers depending on who I speak with. I am simply asking for consistent information and for the issues caused by this miscommunication to be resolved fairly.

To resolve this situation, I am requesting that a new payment arrangement be set up so that I can continue paying the balance in a manageable way. I am also requesting the extension on my phone bill that I was previously told I had until the 26th, so that my phone service can be restored while I continue making payments as agreed. I am not asking for anything unreasonable—just a fair solution to a situation that was caused by misinformation and a lack of communication.