Xfinity Mobile’s systems make NO SENSE!

I made a payment on my account a week ago.  Today my service was disconnected.  I was able to set up a repayment plan and the agent said my service would be restored in 3 hours.  I reached out to chat after that time has elapsed.  They said an hour.  I called and spoke to an outsourced agent and was informed that the service would not be restored because I would have to open a whole new account and that agent opened a fraud ticket because both agents lied about the service restoration! Opened a chat and was told again that the service would be restored.  Called and was told that I owe for last year NOV and DEC, and that I had a payment plan that was due yesterday and that was why my service was disconnected.  This is absolutely crazy.  No one knows what is going on not to mention you explain the issue and then they tell you after the review your account the information you already told them.