why do agents never have same ways to help

I am always told.to contact collections but there is no number I ask for.restoral one says make a payment the other says can do with partial payment other says there was an outtage which I am sure not to see credit for as i have not in the past but you sure can charge.for talking to an agent so I have not been able to let my 6 yr old watch TV but heaven forbid I skip a bill and need help as i am on a fixed income due to Corona you claim to have options and understand and say call collections but there's no number hmm sounds a little greedy I ask for 2 days i get.told call back in 2 days from one agent but another says let me help and cannot I have one said she can help but get disconnected i have been told many things in this past week and I have made a payement but no service can collections contact me