Xfinity Mobile Direct Messaging Help

I had a payment arrangement and I made the payment as a manual so it didn't count properly. Ive been on the phone with agents 5 different times and was assured my service wouldn't be interrupted if I made my planned payment on January 1st. Now the system says I'm eligible for a repayment plan, reps on the phone said everything was fine, but now I'm suspended? And the chat agents are "locked out" of being able to do something, but the automated phone system and automated chat function say I'm approved but don't let me set up. I've been a customer for 4 years. Setting up a repayment plan should not be so difficult. I'm supremely frustrated.

How do I direct Message Xfinity Mobile? I've had regular Xfinity agents reach out to me but say that they can't do anything. How do I reach someone who can help?