Payment Extension or agreement

I spent almost 3 hours online chatting with an Xfinityy
Member explaining my situation. We agreed on payments and payment dates, my service was turned back on last night. About an hour ago my service was turned back off, I call customer service and they tell me that no agreement or arraignment was made and that they can’t help me. We need our internet turned back on. Our kids have school work and zoom classroom to take part of. Please help. Thanks