Collections

I am reaching out because I realized I didn’t have a payment go through for the month of September and so I owed $168 which included a late fee. I was later quoted by a representative that it would be lowered to $102 since I haven’t used the internet service since the 8th. I was told to wait 24-48 hours before paying to wait for the $102 to reflect on my app. I check the app today and see that I now owe $252.68 and that it has been sent to collections. I do not understand because I was told to pay no later than the 1st and I’d be fine. I am upset because I was NEVER reached out to that this was going to be sent to collections this soon, especially since it hasn’t even been a month. I need help and I do not understand why I owe over $100 more than what I was quoted multiple times.