Agent error

I've been your happy client for quite a while now until I agreed to a contract subscription of 24 months. When I agreed I asked one of your agents when will my the payment be deducted and was told it'll be on the 27th of October. But to my surprise today I woke up to disconnected services and when I asked I was told that I have to pay the money that was outstanding before taking up the contract. Had your agent told me when I asked the beginning of October I would have paid. And had you not reconnected the services I would have still paid then. Why must I and my family be the ones who suffer because of thr errors made by your agents?