Account Issues

May 12th, I put in a transfer from my old address, to my new address, for the 15th of May.  May 10th, I paid my bill.  The 15th comes, I move my things into my home, connected the modem, and I'm thinking everything is fine.  As of May 20th, my service was disconnected and I was told that I had a balance due.  For 4 hrs., I was getting the run around.  I can not speak with a live agent, due to having a larytube in my throat.  I can no longer speak.  My only .means of communication is via email or text.