Payment arrangement trouble

I've been a customer since 2017 and work from home and kids school from home as well. I set up a 10day extension on chat then get a call today saying they cant do that bc I will have to pay my whole back bill (400) and something all together. I dont get paid until Friday and she tells me I only have till the 5th. I ask who I can speak with bc I shouldn't have been told that on chat if I'm not good for the 10day extension. She said she is the payment department and there is nothing else I can do. Pay 238 by the 5th or services are shut off. My question is... is there not a payment arrangement plan of some sorts to help people since Covid? I always pay my bill, maybe late but it does get paid.