Details of xfinity mobile payment arrangement

Good afternoon. 
     My question is, why doesn’t the website accurately state how to qualify for a payment arrangement when it comes to xfinity mobile? Last month I received an email saying I had 5 days. I only got 2. I was told I got the email by mistake. I attempted to escalate via corp but.. my phone was off so couldn’t be as responsive. I paid the balance but this month I don’t qualify. The terms only say you have to pay off the previous arrangement. I’m due to be cut off again. Even though, I paid it and the terms say that’s what it takes to qualify. I don’t understand and need some clarification. I keep getting different answers.