Need assistance with customer service

I contacted and spoke with someone on the internet side using my phone app and was told that I could get an extension till November 10th and my service turned back on. My wife called back 20 minutes later to find out that customer service on the phone doesn't give extension and our service will not be turned back on.  We have been customers since the dawn of time and just need an extension due to hard times.  I have a copy of my transcript conversation and don't understand why it's so hard to just get an extension.  My wife even put her card on the account and setup the payment to hit on Saturday when we found out we were going to run into issues.  Please can someone help us get our service turned back on.  I am currently at work and can't spend all this time on hold trying to get this resolved, so any help would be appreciated.